Customer Service
Quality service emphasizes providing a high level of service experience, creating positive emotions for customers while meeting their needs and expectations.
These workshops cover Customer Psychology, Quality Customer Service, Telephone Customer Service, Non-verbal Communication, Positive Reframing, Negotiation, Conflict Management, Mediation Skills, Empathic Communication, Personality Analysis, and more. They are designed to equip all staff with the essential skills necessary to provide quality service in every customer interaction. The courses emphasize practical skills for frontline staff and offer management skills for handling customer complaints, managing touch points, and fostering a quality service team for managers. The workshops use real-life examples from relevant industries or companies and include group discussions and simulation exercises to encourage participants to serve customers through concrete actions.
Furthermore, Vital provides associated services like Mystery Shoppers, On-Site Observation and Support, and thorough assessments before and after training to systematically understand the company's current state and design course content that aligns with the company's actual circumstances.
These workshops cover Customer Psychology, Quality Customer Service, Telephone Customer Service, Non-verbal Communication, Positive Reframing, Negotiation, Conflict Management, Mediation Skills, Empathic Communication, Personality Analysis, and more. They are designed to equip all staff with the essential skills necessary to provide quality service in every customer interaction. The courses emphasize practical skills for frontline staff and offer management skills for handling customer complaints, managing touch points, and fostering a quality service team for managers. The workshops use real-life examples from relevant industries or companies and include group discussions and simulation exercises to encourage participants to serve customers through concrete actions.
Furthermore, Vital provides associated services like Mystery Shoppers, On-Site Observation and Support, and thorough assessments before and after training to systematically understand the company's current state and design course content that aligns with the company's actual circumstances.
Be A Conflict-Solver – Resolving Complaints Through Mediation Skills NEW
- Complaint Controversies: Identifying Customer Dissatisfaction, Triggers, And Core Issues
- Removing Irrational Barriers: Questioning Techniques and Reframing Exercises
- Letting Go of Opposition: Identifying Complainants' Underlying Needs and Finding Common Ground
- Reality Testing: Exploring New Options and Assessing Feasibility with The Complainant
- Dual Concern Model: Considering Win-Win Solutions for Both the Company and The Customer
Suggested duration: 3-4 hours
Class size: 10-40
Burning Desire and Act – Making Your Products and Services More Appealing NEW
- Why Human Service Matters: The Impact of Personalized Service on Products/Services
- Wants Vs. Needs: Uncovering How Products/Services Align with Customers' Potential Motivations
- Sales Scriptures: Closing Techniques from Roger Dawson and Robert Cialdini
- Consumer Psychology: Mental Accounting That Determines Customers' Willingness to Spend
Suggested duration: 1.5-2.5 hours
Class size: 10-40
Action Speaks Louder – Excellence in Customer Service HOT
- Moments of Truth: Understanding Customer Perspectives and The Three Levels of Quality Customer Service
- Emotional Transactions: Dos and Don’ts in Customer Communication
- Visible Interactions: Magic Words, Empathy, Body Language, And the Negative Service
- Say It Positive: Using Positive Reframing to Package Negative Information
- The Art of Saying No: Politely Declining Unreasonable Request
- Mentality in Quality Service: Viewing Customer Service with A Positive Attitude
Suggested duration: 2-4 hours
Class size: 10-40
Conflict Time Out – Managing Complaints and Challenging Situations
- Complaint Alarms: Analyzing Complainants’ Background, Motives, And Concerns
- The Dichotomy of Complaints: Structural and Interactional Conflicts
- Cooling the Conflict: Positively Explaining Company Policies and Providing Psychological Compensation
- Conflict Management Model: The Best Strategy in Response to Customers’ Complaints and Grievance
- Battling Challenging Moments: Strategies for Dealing with Conflict Situations (E.G., Chronic Complaints, Video-Recording Employees, Inter-Customer Complaints) And Case-Sharing
- Regulating Emotions: Tips for Managing Emotions in Difficult Moments
Suggested duration: 2-4 hours
Class size: 10-40
Hostility Firewall – Managing Violence and Emotional Customers
- Psychology Behind Violence: Causes, Mindsets, And Crisis Assessment of Violent Customers
- Two Types of Violence: Guidelines for Dealing with Verbal and Physical Violence
- Emotional Alleviator: Communication Strategies to Alleviate Intense Customer Emotions
- Self-Defense Techniques in Service: Personal Safety and Self-Protection Guidelines in Violent Incidents
Suggested duration: 1.5-2 hours
Class size: 10-40
Hold the Reins Over the Ring – Excellence in Telephone Customer Service HOT
- Service with A Difference: The Differences Between Phone and Face-To-Face Communication
- The Invisible Journey: Applying Professional Processes in Telephone Customer Service
- 5+1 Verbal Techniques: Creating A Service Experience in Telephone Communication
- Make It Clear: Articulation Techniques for Explaining Complex Information
- Cooling the Phone: Techniques for Responding to Customer Accusation, Insults, And Provocative Speech
Suggested duration: 2-4 hours
Class size: 10-40
D.I.S.Connect–管理優質顧客關係篇
- 和「性格」打交道︰D.I.S.C 分析的四種顧客類型
*DISC®完整評估須額外收費。 - 性格快速測試︰識別顧客性格的提問與行為觀察
- 情緒引爆掣︰提防D.I.S.C 四類顧客的潛藏恐懼及投訴傾向
- 要權又要威︰讓D（Dominance）及I（Influence）性格的顧客喜歡你
- 求真求安心︰讓S（Steadiness）和C（Compliance）性格的顧客信任你
建議時數：2-4小時
建議人數：10-40人
Star Service Navigation – Managing A High-Quality Service Team
- From Basic to Star Service: Trends and Market Positioning in Customer Service
- Rate the Service: Assessing the Industry Service Standard
- Customer Journey Maps: Creating an Ideal Customer Experience
- Grounded Experiences: Designing Service Touchpoints（Touch Point）
- The Service Guide: Establishing Behavioral, Objective and Measurable Service Standards
- Leadership in Quality Service: Coaching Techniques to Motivate Employees to Deliver High-Quality Service（Coaching）
Suggested duration: 2-4 hours
Class size: 10-40
