September 20-21, 2011
Customer Service Officers in the Philippines have undergone a 2-day Customer Service Excellence Training conducted by Singapore’s Customer Service Manager SANDRA O. held in Jotun Philippines Office.
 |
| toinks!!! ako ang pinaka-malusog sa group |
In the course of training, Sandra reiterated the importance of customer service excellence. It is very important to know and understand who and what the customer wants. Customer satisfaction is achieved through continuous development in providing service quality not just by one personnel but by the whole team.
Customer Service Officers deal with customer more often through telephone conversation, e-mails, instant messaging (chat) and the like. Seldom have we met clients personally. Thus, it is very important to create a positive perception by displaying professionalism and confidence in our tone of voice and by choosing appropriate positive words and phrases to reduce misunderstandings.
Handling complaints is also discussed in the training. Complaints are often disguised as service opportunities to win over customers.
Order handling process (local & overseas supply), intercompany pricing conditions, exploring join, DD data base & service complaints data base were also tackled.
However, the training was not purely a sit down event. During lunch, the participants (divided into two groups) were asked for a presentation to play as customer and as a service provider. It was fun yet so many things have been learned.
ahemmm the article was posted in www.join.com 2weeks ago... sadly, some phrases were changed. but i still believe mine is always better than what appeared in the web hahaha
ReplyDelete