Customer Service Excellence: Going Beyond Customer Satisfaction

19 March 2025 | Face-to-face, 8:30AM to 4:30PM | Php3,600

Training Objectives:

At the end of this training, participants are expected to:

• identify and apply at least four key customer service principles (e.g., active listening, empathy, problem-solving, and effective communication) during role-play scenarios, demonstrating their understanding by achieving at least 80% in a peer feedback evaluation;

• handle at least three common customer service challenges (e.g., difficult customers, service delays, and product complaints) using a structured problem-solving approach, as evidenced by successfully resolving a customer service case study in groups with a minimum score of 80%; and

• implement at least three strategies to build long-term customer loyalty (e.g., personalized service, follow-up, and proactive support) and create a customer loyalty action plan, which they will present to the group for feedback and improvement.