Service Excellence

[wc-ps]
Academy
Service Excellence

Service Excellence

[wc-ps]
Academy
Service Excellence

In brief

Enhance your client interaction capabilities and learn how to deliver a signature service.

Note: pricing is customised, contact us for more information.

1 day                   Classroom/virtual

 

Target audience

Any person who is keen to deliver excellent service to their clients.

 

Objectives

By the end of the session, you will be able to:

  • Explain what a signature service is
  • Play your role in delivering a signature service
  • Manage yourself so that you can achieve higher levels of satisfaction and success, and experience lower levels of stress and frustration
  • Explain what the Client Satisfaction Approach is
  • Determine the client’s needs and expectations
  • Meet the client’s needs and expectations
  • Identify different clients' conditions and respond to their needs and expectations
 

Outcome

Participants will know how to deliver excellent service to their clients.

 

Agenda

 
  • Introduction
  • Client satisfaction approach
  • Building rapport with clients
  • Determining a client's needs and expectations (Listen, Question, Empathise)
  • Managing the interaction with clients (Explain, Adapt, Say "No", Recover)
  • Satisfying four client conditions (Comfortable, Indecisive, Insistent and Irate)
  • Let's practise
  • Conclusion
 

Professional associations recognising PwC CPE points

Not applicable

 

HRDF claimable

Not applicable

 

HRDF SBL Khas

Yes

 

Available in

Malaysia

 

How It Works?

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