Nature & Objectives
Customer service is important to your business as it retains customers and cultivates a loyal following that helps refer other customers and obtain positive reviews. But after all it is the service quality provided by frontline staff that matters most. In light of that, this workshop aims to equip participants with know-how through a step-by-step approach for handling difficult customers.
Workshop Outline:
- Evolution of Customer Needs & Behavior
- Definition of Customer Service and Service Quality
- Service Excellence vs. Service Horror
- Key Elements of Service Excellence
- Developing Positive Mindset as Prerequisite of Achieving Service Excellence
- Service Communication Skills for Building Rapport with Customers
- Power of Your Body Language and How They are Perceived by Customers
- Challenges and Difficulties of Telephone Communication
- Professional Telephone Communication Techniques
- Telephone Communication Do’s and Don’ts
- Questioning Skills for Probing Customer’s Expectation
- Listening & Echoing Skills for Empathy Expression
- Giving Positive & Constructive Feedback on Customers’ Requests
Trainer: Wilson Chu, Principal Consultant of HMI Academy
Wilson is currently the Principal Consultant of HMI Academy, the Consulting Associate of the Hong Kong Baptist University and also the Chairman of Judge Panel for its Master Degree Project in Strategic Human Resources Management. He was the Consulting Associate of Poon Kam Kai Institute of Management of The University of Hong Kong, the Survey Manager (in Compensation & Benefits) at Watson Wyatt Hong Kong Limited. Wilson has extensive consulting and training experience in Performance Management, Compensation & Benefits Design, Business Process Improvement, and Talent Development, etc. Besides consultancy projects, Wilson has also been engaged in designing and conducting in-house training programs for companies of different sizes and has successfully trained up thousands of executives with management skills required for serving managerial and supervisory roles. His clients include Shiseido, Estee Lauder, Bayer HealthCare, Fila, GAP, Consulate General of Canada, MTR, China Insurance, AIA, BOCG Life, Bank of Communications, Bosch & Siemens Home Appliance, Miele, Kerry Properties, Harbour City, Moody’s, Panasonic, Hitachi, Marks & Spencer, Ocean Park, Hong Kong Express, Hong Kong Airport Services, Vtech, ASM Pacific, Takeda, HKTDC, Po Leung Kuk, etc.
Wilson holds a Master Degree in Manufacturing Engineering from Cornell University in US and a Bachelor Degree in Mechanical Engineering from the University of British Columbia in Canada. He is a certified Psychometric Tools Consultant of the Chinese Personality at Work (CPW). He is also a member of the Hong Kong Institute of Human Resource Management and Hong Kong Society for Quality.
About HMI Academy
HMI Academy is an online training platform wholly owned by HMI Limited. We provide innovative learning solutions to assist participants to enhance competency proficiencies and professional development. According to the concept of 「修身、齊家、治國、平天下」, one must first develop himself/ herself before he/ she can help the company build competitive edge in business world. In light of that, our training program is composed of different areas: Personal Effectiveness, People Management, Strategic Deployment and Strategic HR Management. With the primary focus in Hong Kong and PRC, we have worked across a wide range of industries.
