Achieving 5 Stars Excellent
Customer Service ,
Customer Retention &
Selling Skills
For
F & B Staff
A World-Class Professional Service Training
Learn To Release Your Hidden Talents For Maximum
Achievement In Customer’s Experience
By Mr Casey Tee
NLP Master Trainer , Service Plus Master Trainer
INTRODUCTION
This 5 Stars Excellent & Result -oriented Customer Service
Workshop is a customer experience improvement training
programme for Retail Customer Service Personnel . It means to use
the power of professional Communication Skills , EQ , Influencing
and Servicing System to satisfy customers.
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This programme will coach the service personnel to apply the right
and most effective 5 Stars customer service skills to meet the high
expectation of customer and retain customers
HOW WILL YOU BENEFIT:
By the end of this program, sales promoters should be
able to:
Discover the secrets of 5 Stars Customer Service
Skills in serving internal & external customers
Apply techniques for customer retention
Change negative service attitude
Improve verbal and non-verbal skills
Master strategies to developing and maintaining a
positive customer focused attitude
Eliminate negative attitude to serving customers
Enhance the level of confidence
Master an easy-to-follow 5 Star Selling skills
Master the art of listening
Developing Need-analysis and Problem Solving
Skills to better address customers’ needs
Master excellent Service Language and its
importance in communicating with customers
Assisting your team to developing Customercentric mindset
Naturally deploy psychological techniques to
manage difficult conversation
Prepare to handle demanding customers
Improve EQ Skills
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Duration of training
2 days training
Course Contents
Module 1. Improving Your 5 Stars Service Mindset &
Proactive Attitude for Internal & External Customers
Negative attitude is caused by negative Mindset
Negative attitude produce angry customers
How to build 5 Stars positive attitude
Module 2. How To Develop Your 5 Stars Service Skills
For Customer Retention
Why retention is your Cashflow
How to retain customers
How to ignite your customers to come back
Module 3.
Developing 5 Stars Service Language &
Communication Skills :How To Change Your Verbal &
Non-Verbal Skills
Why Verbal and Non-Verbal skills are key to service
success
How to communicate effectively
How to understand the power of Words , Tone and
Body Language
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Module 4. Creating 5 Stars Customer Experience (CE)
Intro to CE
The components of CE
How to achieve CE
Module 5. The Professional 5 Stars Selling Process
The Retail Sales Process
How to apply the Sales Process
The proven 4 steps 5 Stars Sales Process
Module 6. How To Build Relationship With Customers
Understand the expectation of customers
How to be a problem solver
How to help clients make decision?
Module 7. How To Use Matching & Mirroring To Build
Rapport With Customers
Understand Matching & Mirroring
How to be a rapport builder
Understand body language
How to use Matching & Mirroring to in selling?
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Module 8. How To Influence Customers
Understand the psychology of influence
How to use influencing Skills
Module 9 . Mastering The 5 Stars Art of Listening
Make listening as a tool to understand clients?
The proven ways to listen
How to develop the art of acknowledging
Influence your clients by total listening
Module 10. Developing Need Analysis Techniques
Understand the customer’s needs
Analyse customer’s needs
How to probe for problems and magnify them for
call to action
How to address the needs
Module 11.
Understanding Customer’s Centric : How
to Present ,Convince and Persuade Effectively To
Different Customers
The effective presentation skills
How to present your solution effectively
Module 12. How To Mange Difficult & Angry Customers
Effective ways to manage angry customers
How to ensure customers are satisfied
How to apply the effective Anger Management
5
strategies
Module 13. How To Apply Emotional Intelligence (EQ)
Empathy Skills For Managing Challenging Conversation
What is Empathy Skills
Why you need high EQ in service
How to become an empathic service professional
Apply L.A.C.P.A to difficult conversation
METHODOLOGY
This training will be delivered through:
Lecture
Case studies
Role -play
WHO SHOULD ATTEND?
This course is designed for
/Leaders /Beautician
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all retail shop Managers