Uplifting Customer Service Culture
About This Course
This course is designed for beginner learners aiming to enhance their customer service skills within the energy and power industry. Participants will gain a comprehensive understanding of effective communication principles and customer feedback channels, essential for identifying and addressing customer needs. Through interactive lectures and role-playing exercises, learners will explore strategies for collecting and analyzing customer feedback, enabling them to assess and meet customer expectations effectively. The course emphasizes the importance of maintaining a positive demeanor, utilizing body language, and mastering communication etiquette across various platforms, including in-person, telephone, and email interactions.
By focusing on customer service innovation management, this course equips learners with the ability to recommend improvements based on operational insights and customer feedback. Participants will learn techniques for handling customer complaints, de-escalating conflicts, and managing difficult interactions, which are crucial for fostering a positive customer service culture. The skills acquired in this course are highly relevant to the energy and power industry, offering learners opportunities for career advancement and job upgrading by enhancing their ability to deliver exceptional customer service and drive customer satisfaction.
What You'll Learn
LO1 Conduct customer feedback collection using appropriate customer feedback channels
LO2 Analyse customer needs and expectations from personnel feedback channels
LO3 Determine areas of improvement using principes of effective communication
Course Outline
LU1 Customer Feedback Data Collection
T1: Understanding Customers and Customer Service
- Who Customers Are (internal/external)
- Customer Service
- Customer Service Providers
T2: Customer Feedback Channels
- Select appropriate channels
- Surveys and Questionnaires
- Customer Interviews or Focus Groups
- Feedback Forms
- Customer Service Interactions
T3: Perform Data Collecton for Customer Feedback
LU2 Customer Feedback Analysis
T1: Feedback Channel Operations
- Digital platforms for feedback collection
- Data anlaytics methodologies for feedback
T2: Analyze the Feedback to Determine Customer's Needs
- - Analyse customer feedback insights to identify key service issues
- Trends over time
- Recurrent issues across departments
- Organize and categorize feedback
- Prioritize by urgency and frequency
LU3 Areas of Improvement After Customer Feedback
T1: Principles of Effective Communication
- Clarity: Use simple and precise language.
- Conciseness: Be brief and to the point.
- Correctness: Use proper grammar, spelling, and vocabulary.
- Completeness: Include all necessary information.
- Consideration: Be empathetic and audience-centric.
- Active Listening: Pay full attention to the speaker.
T2: Area of Improvements After Feedback Analysis
- Apply feedback findings to implement service improvements
- Improve delays in response or resolution
- Improve inconsistent service quality across channels
- Avoid overuse of jargon or technical terms
- Reduce long wait times or slow processing
Entry Requirements
* Aged 21 and above;
* Have minimum GCE “N”, “O” or “A” Level / NITEC or a diploma qualification and minimum 1 year of working experience; and
* Have an English language proficiency equivalent of higher of any of the following - GCSE N/O Levels pass in English / WPLN Level 5