Training Program on Front-line Customer Care Excellence

Department

Business

Campus

Colombo /

Level

Workshops

Duration

02 Days

ENTRY REQUIREMENTS

  • Frontline Executives, Receptions, Marketing Executives, Sales Executives, Customer Service Executives, Customer Care Officers, etc.
  • Businessmen who are interested in learning on how to understand and delight your customers.

Commencement

  • Pending

Course structure and modules

Day 01

  • 0900 – 0915 Registration & Inauguration
  • 0915 – 1030 Introduction to Customer Care & Significance of Delivering Outstanding Customer Care
  • 1030 – 1045 Refreshments
  • 1045 – 1215 Understanding the Changing Expectations of Modern Customers and the Role of Frontline
  • 1215 – 1300 Launch Break
  • 1300 – 1430 Challenges & Barriers for Delivering Excellence Customer Care
  • 1430 – 1445 Refreshments
  • 1445 – 1600 Guidelines for Creating Happy and Lasting Customer Bond (Guidelines for Delivering Excellence Customer Care)

Day 02

  • 0900 – 1030 Essential Skills for Customer Care Excellence
  • 1030 – 1045 Refreshments
  • 1045 – 1215 Project Professional Presence & Impression
  • 1215 – 1300 Launch Break
  • 1300 – 1430 Dealing with Difficult, Demanding and Angry Customers
  • 1430 – 1445 Refreshments
  • 1445 – 1545 Handling Service Failures and Customer Complaints
  • 1545 – 1600 Awarding of Certificates

Programme Fees

  • Course Fee: LKR 8,000