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Building Excellence in Customer Service

Redefining customer service
Building outstanding customer service involves cultivating a proactive approach, recognizing that positive experiences can have a ripple impact on branding, sales and return on investment.

In the data from Microsoft, 96% said that good customer service results in brand loyalty, transforming one-time clients into long-term brand champions. This means that they are also more than willing to pay more for products and services, especially from brands with an established customer service experience. From this aspect alone, investing skills in customer service means opening professionals to a wide umbrella of industries and businesses investing in retention and customer success. In fact, they see customer retention, grounded on good customer service, as a cheaper option to customer acquisition (Hubspot, 2023).

The Professional Development Program (PDP) of the Asian Institute of Journalism and Communication (AIJC) offers this online training to all professionals, and most especially, business leaders, who want to elevate the customer service of their company. This training will also equip the professionals with the best practices from the field, impart customer-centric innovations and cutting-edge strategies, and teach them how to be valuable assets to their current roles and companies.
Register NOW

Course Schedules: November 13 & 14, 2024

Individual Rate: 15,000 PHP (260 USD)

Online Live via

Course Structure

  • Fundamental elements of customer service 
  • Roles and responsibilities of team members and stakeholders 
  • Customer journey mapping 
  • Communication/language based on customer culture 
  • Quality assurance in customer interactions via chat, face-to-face interactions, and email 
  • Customer surveys, data reporting and insights, and basic data analysis 
  • Customer satisfaction strategies

DURATION

1-Week Study/2 Days

TIME COMMITMENT

8 Hours/Day

FORMAT

Live Online Classes

DELIVERABLES

4 Tests, 1 Project

DIFFICULTY

 Intermediate

COURSE LANGUAGE

 English

CERTIFICATION

Dry Stamp Physical & Digital Certificate

PLATFORMS

MS Office/Google Suite, Zoom Professional, Viber

What You’ll Learn
By the end of this course, participants will be able to:
  • Understand the equal importance of customer service with other services
  • Identify the elements of Customer Service: People, Process, and Tools 
  • Define the roles of the key people in a Customer Service Team 
  • Map out a Customer Journey from Customer Acquisition to Customer Loyalty 
  • Assimilate appropriate behaviors to create a customer-centric and conducive environment in their corresponding fields and businesses 
  • Develop processes in responding to different customer concerns using different forms of media 
  • Develop basic tools to collect and analyze customer data 
  • Apply strategies to keep customer satisfaction high 
  • Demonstrate skills in managing the customer service team
Course Schedules
  • November 13, 2024, Thurs. 9AM-12PM
  • November 14, Fri. 9AM-12PM
Corporate Rates Available.

Special Packages and Rates are available for your organization.

LET’s LEARN TOGETHER

Amherstia Ojerio is a business management, and organizational learning expert. For the past 20 years, Ojerio led various endeavors in business development, customer support, and process development and re-engineering that are aimed at ensuring a well-informed strategic implementation for new and small businesses, and start-ups. She earned her MBA at the Asian Institute of Management, and her communication degree at the University of the Philippines – Los Baños.”

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