Vital Employee Service Consultancy

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.

Be A Conflict-Solver – Resolving Complaints Through Mediation Skills

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：1.5-3.5 hours

Class size：10-40

Burning Desire and Act – Making Your Products and Services More Appealing

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

The Art of Persuasion – Closing the Deal by Using Persuasion Skills

Be Sharp and Keen:

Identifying Different Customer Traits

Persuasion Battle:

Exploiting Cognitive Biases of Customers

Putting Yourself in Others’ Shoes:

Using Questioning Techniques to Uncover Customer Needs

Influencing with Language:

Positive Language and Persuasion Techniques

Suggested duration：1.5-2.5 hours

Class size：10-40

Consumer Psychology -- Understanding Decision-Making of Customers

Does Free Will Exist?

Freud's Iceberg Theory

Subconscious in Advertising:

The Influence of The Id, Ego, And Superego

The Power of Association:

The Influence of Priming Effect

Breaking Through Consumerism:

Association and Decision Making

Suggested duration：1-1.5 hours

Class size：10-60

Action Speaks Louder – Excellence in Customer Service

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

Hold the Reins Over the Ring – Excellence in Telephone Customer Service

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

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

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

The Service Guide:

Establishing Behavioral, Objective and Measurable Service Standards

Leadership in Quality Service:

Coaching Techniques to Motivate Employees to Deliver High-Quality Service

Suggested duration：2-4 hours

Class size：10-40

Corporate Training