Challenges businesses face
- Employees lack a proper, in-depth understanding of customer service and experience, and exhibit unprofessional attitudes when serving customers.
- Personnel in various departments lack information and coordination.
- Salespeople only focus on closing sales without listening to and understanding customers.
- Customers have to wait too long for their problem/complaint to be resolved.
- Actions and services that are contrary to brand commitments and promises
Who is this course for?
- Customer Service Department, frontline staff (Sales, Receptionists, Customer Service Representatives)
- Businesses want to improve the quality of their customer service and sales departments.
- Businesses want to build a customer-centric culture
Course content
Modern customer experience thinking
- From "customer service" to "customer experience": A shift in mindset.
- Digital touchpoints in the customer experience journey
- Factors affecting customer perception and evaluation.
- Customer experience is an intangible asset – A perspective from brand strategy.
- Customer-centric thinking – Putting customers at the center of every action.
Communication that evokes emotion – The 55-38-7 model and complementary skills
- Understand the 55-38-7 model in customer communication.
- Body Language (55%) – How do facial expressions, gestures, and posture influence communication?
- Voice and intonation (38%) – Create positive and professional emotions.
- Vocabulary (7%) – How to use positive, empathetic, and appealing language.
- Supporting skills: Active listening, asking questions, handling customer emotions.
Standardize customer care procedures
- 5-step process for communicating with customers in person and over the phone.
- Applying the "SOFTEN" principle in customer care.
- Telephone communication skills: Initiating – maintaining – ending.
- How to record and handle customer feedback and complaints professionally.
Practice enhancing customer experience
- Real-world scenarios by profession: Receptionist, sales, customer service...
- Practice responding to complaints, handling difficult customers, and maintaining a positive attitude.
- Team role: Develop scenario scripts & handle customer interactions.
- Coach feedback – personal learning & improvement planning.
Learning format
E-Learning
Online training, unlimited enrollment, cost-effective
Live
Training at Bellsystem24 Vietnam or partner facilities
Results after the course
- Help employees understand customer-centric thinking and customer experience
- Master customer service knowledge and skills: Effective communication, flexible situation handling, and emotional control skills.
- Develop standardized customer service procedures to create consistent and professional services.
Our Unique Value
We believe that the best training solution is one that is tailored to the needs of each business, addressing issues from mindset to operational methods at their root.
Leading expert in customer service
Bellsystem24 Vietnam is a leading Japanese and Vietnamese company with over 40 years of experience in the customer service industry and is a member of many prestigious global associations.
Flexible "measurement"
Consulting and designing structured training programs based on: Field of activity, scale, characteristics, and business philosophy.
Five-factor training method
Maximize the integration of experiential activities and lesson content.
The classroom has virtually no barriers, helping students integrate quickly, interact in diverse ways, and easily enhance their knowledge.
Ensure that 90% students remember and apply immediately
Numerous specific illustrations and hands-on activities at a professional Contact Center.
Practice and follow-up after training, combined with the use of E-learning applications to mentor and coach students, helping them confidently apply the knowledge they have learned to their work.
Differences
- # Flexible Design
- # High practicality
- # Differentiated Approach
- # Post-training support and assistance
Faculty
Mr. Bui Tien Dung
Training Division Manager
10 years of teaching experience in customer service skills and sales for major partners such as Yamaha, VNPost, Viettel, and EMS.
Ms. Nguyen Thi Ngoc Anh
Training Team Leader
Over 8 years of teaching experience in customer service for projects with partners Vietjet Air, Sony, Shopee, Abbott, and Glico.
Ms. Nguyen Thi Thu Giang
Director of the Human Resources Unit
Research and teaching expert in customer service for partners such as VietinBank, BIDV, GMobile, and HTVC.
Implementation process
Step 1
Receive requests, conduct surveys, and agree on training objectives
Step 2
Design training programs based on the actual situation of the enterprise
Step 3
Training preparation work
Step 4
Implement training
Step 5
Post-training evaluation and certification
Step 6
Post-training and retraining surveys
Our customers
