Page 12 - Newsletter - (October - December)
P. 12
CUSTOMER SERVICE -
A KEY TO SUCCESS
Customer service is not a department. It’s a Trainer actively engaged all participants
philosophy to be embraced by every member throughout the programs and facilitated
of an organization, from the top management learning the process by using various training
to the most recently hired employee. The methodologies including videos, group
best leaders in business know this and discussions and interactive games designed
recognize that every department, and on service culture.
consequently every employee, has an impact
on the customer. Every decision is made The participants reflected on key objectives
with the customer in mind. Every employee and shared their feedback regarding the
understands the role he or she plays in the program. The program was executed in an
customer experience and customer service efficient manner. The trainer in her closing
strategy. The leadership understands that remarks emphasized on the importance
customer service is a not about policies, of customer service and highlighted that
rules, and procedures, although some of that satisfying customer needs should always be
plays a part in the overall strategy. They know our priority.
and understand that customer service is a
philosophy. Key Learnings
Dolmen Real Estate Management highly • To understand the importance of
emphasizes the quality of service delivered. positive attitude in delivering good
To enhance this process of excellent customer customer service
service and building a service culture, an • To identify ways to improve customer
exclusive program based on fundamentals of service
service experience was designed. • To deal positively with “difficult”
customers
“Customer Service - A Key to Success” • To use active listening techniques
program for management staff was conducted to build rapport with your colleagues
on October 25, 2016. The program was spread and clients.
over multiple batches and facilitated by • To nurture your telephone etiquettes.
Assistant Manager Training & Development, • To communice effectively while dealing
Ms. Naghmana Nazar. with customers.
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