I think the duty counter staff at Nee Soon Central whom I met on
30 Dec 2013 should attend “Customer Service Course for Frontline
Officer” so she can enhance her customer service skills.
Below is the outline of this course.
What is customer service?
Why is customer service important?
Who are your customers?
The real cost of lost customers
Customer service cycle
Turning prospects into advocates
Exceeding customer expectations
The SMILES customer service process
S- Set the stage
Creating positive first impressions
M- Make a good start
Building good rapport
Accentuating the positive
Making small talk
I- If I were you
What would make me happy/unhappy?
EmpathyUnderstanding behavioural styles
L- Look, listen and learn
Non verbal communication
Active listening
E- Explore and agree
Effective questioning
Helping your customer decide
S- Succeed
Reassuring your customers
Making them want to come back
Dealing with difficult situations
Service recovery