ADMISSION & TUITION

Starting date : 01/08/2020
Schedule : Saturday - Sunday
Time : 8h30 - 11h30 & 13h30 - 16h30
Duration : 04 sections/ 12 hours
Tuition : 3,200,000 VND
Discounted Fee : 2,800,000 VND

The discounted fee will be available to registrations and payments received on or before 01 week.

Download Brochure REGISTRATION

Public Workshop

CUSTOMER CARE AND CUSTOMER SERVICE

Time: 05/10/2020

(HCMC)

Download Brochure REGISTRATION
ĐÀO TẠO THEO YÊU CẦU

In addition to the public training programs are offered at Head Office for individuals or groups from different organizations, PACE also offers In-house Workshops which tailored to the specific needs of each organization.

MANAGEMENT CONSULTING

In addition to the training program, PACE also provides management consulting such as Strategy Maps, Corporate Management System, High-Performance Culture,...

 BUSINESS KNOWLEDGE BOOKSHELF

In addition to the training program, PACE also provides management consulting such as Strategy Maps, Corporate Management System, High-Performance Culture,...

Part I: Overview of customer care and customer service

- Business & challenges in the current business environment;
Customer care and customer service in the modern business environment

  • Customer service and customer care - What are the differences?
  • Optimizing the company’s competitive advantage in customer care and customer service.

 Who is in charge of customer care and customer service?

 

Part II: Effective methods in customer care & customer service

Understanding customer characteristics to deliver effective customer care & customer service

  • Customers and customer choices;
  • Demands and expectation;
  • Customer satisfaction levels;
  • Portraits of a traditional customer and a modern customer.

Important principles in customer care and customer service;
Professional procedures and methods in customer care and customer service;
Popular effective customer care and customer service programs;
Management capabilities for customer care and customer service programs

  • Establishment of customer care and customer service programs;
  • Implementation and monitoring;
  • Assessment and adjustment.

Key factors in managing customer care and customer service and mistakes to be avoided.

 

Part III: “CCP” customer development model

Customer - The process of contacting and meeting the needs of customers (sales)
Client - Using Customer Care to develop your customers into your clients.
Partner - Using Customer Care to develop clients into partners. 
How to approach and take care of VIP customers.

 

Part IV:  Models to build “sales culture” and “customer care & customer service culture”: "TBHC" Model

Thought - To be deeply aware of the core elements of customer care that involves sales, service, and professionalism.
Behaviors - Professional behaviors in sales and customer care

  • Attitude - Professional attitude towards clients and behavioral standards to achieve excellence in customer services
  • Skills - Professional skills, hard skills (Fluency in any equipment related to sales and customer service), soft skills (Communication Skills, using the telephone,   email, fax. etc.), skills in handling customer objection and customer complaints, presentation skills and negotiation.
  • Appearance - Appearance should be consistent with each enterprise and within each service sectors, which includes body language, professional demeanors, posture and apparel. 

Habits - professional habits in sales and customer care
Character/Culture - professional character and culture in sales and customer care.

PACE’S MEMBER COMPANIES

PACE’S GLOBAL PARTNERS