Customer care Excellence training was conducted by Ms Mathy Randhawa at MAHSA University during the month of December. There is a total of 5 participants. The training was started with ice breaking, the explanation of the selected slides to emphasise the objective of the training. Overview of few questions via mind-mapping:
- Why is service so difficult to define?
- What will your customers be in 2020?
- Why is your company’s customer service culture matters?
- The problem is not the problem. The problem is your attitude about the problem.
In this training, SWOT analysis was done with regards to customer care. Videos on customer service and changing mindset were shown and discussion was carried based on the case studies.Briefed on factors contributing to customer care. The application of CARP and BEST models to address the customers’ needs. Role plays among the participants were carried out in order to prepare them for the actual case studies. After lunch, three students were selected as case studies. The participants were divided into three groups which comprises the senior and a junior sales team. The selected students raised their concerns on relevant matters pertaining to sales and marketing. The participants were given the challenge to solve the students’ problems. Wrapped up with debriefing.
by Ms Mathy