Customer Experience Enhancement Training Course
- Number 1 quality training program in the market
- Outstanding performance, practical 100%
- Enhance your business's customer experience, explode sales, and optimize profits.
Solve the problems thoroughly
Employees do not have a correct and deep understanding of customer service and customer experience, and have an inappropriate attitude when serving customers.
Lack of information, lack of cohesion and synchronization between departments leads to poor customer experience.
Customers have to wait too long for their problem/complaint to be resolved.
Sales staff only focus on closing sales without listening and understanding customer needs.
Actions and services that are contrary to brand commitments and promises
Improving customer experience will be the key to retaining customers, improving customer loyalty and enhancing business competitiveness. Especially in the digital age, where customers have increasingly high expectations for the quality of business services. The course is designed to closely follow the actual needs of each business, based on COPC's long-standing experience in operating Contact Centers and reputation for service standards in sales.
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Training form
In-house training, Public training
4 live training sessions
21 practice modules after training
In-house training, Public training
4 live training sessions
21 practice modules after training
Training content
1. Customer experience creation mindset
2. Effective communication skills
3. Handling difficult situations in customer service
4. Practice and test
1. Customer experience creation mindset
- Customer Experience – Understanding & Applying
- Building customer experience journey
- Customer satisfaction index
- The importance of customers
- The KASH Quadrant in Customer Service
2. Effective communication skills
- Ego states in service communication
- Principles of effective language use
- Positive language reframing technique
- DISC – a tool to identify personality and master communication behavior
3. Handling difficult situations in customer service
- Discover your communication skills
- Inbound Call Structure
- Types of Inbound Calls
- Inbound Call Handling Process
- 3-change technique in complaint settlement
4. Practice and test
- Scenario practice
- Role play practice
- Check
- Final assessment
Results after the course
Possess a solid foundation in modern customer service thinking and customer experience creation
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Training implementation process
Training instructor
Dedicated, professional, reputable, responsible, rich in professional experience
Ms. Nguyen Thi Thu Giang
Deputy General Manager
10 years of experience in researching and teaching customer service for many major partners such as: VietinBank, CitiBank, BIDV, VPBank, Gmobile, HTVC, VTC Care, ...
Mr. Bui Tien Dung
Training Director
8 years of experience teaching soft skills in Customer Service, Sales for MSB, Agribank, Viettel, Vinfast, EMS, Nhattin Logistics, ...
Ms. Cao Nguyet Hang
Master, Deputy of Drama Group 2, Youth Theater
20 years of experience in voice acting and knowledge of voice issues. In-depth training courses for Vietnam Airlines, Casper, …
WHY CHOOSE BELL24 VIETNAM?
“We believe that the best training solution is the one that best suits the practical needs of each business, solving problems from thinking to operation at the root.”
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In-depth understanding
Bell24 Vietnam is the only training unit that focuses on solving the existing "pain" of human development, improving the capacity of key personnel of enterprises through many forms of in-depth and exclusive surveys - training - assessments.
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Flexible "tailoring"
Flexible in time and location. A systematic training process is designed specifically for each business from the survey stage, training program design, training implementation to the post-training stage.
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Training methods
Five-Factors method combined with a team of experienced and professional instructors
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Comprehensive, optimized roadmap
A closed Pre-In-Post Training program, providing sufficient knowledge, skills, pre-course assessment and training, follow-up coaching after training.
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Active Companionship
Bell24 Vietnam is committed to accompanying businesses to apply the knowledge learned into practice.
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Our partners
B24VN has trained our staff for many years. After the training courses, our staff have made significant progress in customer service & sales skills, professional telephone communication skills with even difficult customers, keeping our customer satisfaction level always high.
Ms. Hang Phan
Television Service Management
With the characteristics of having many dealer stores and many employees scattered in many different provinces, we used to have difficulty in providing standardized and synchronous training for business employees. The B24VN LMS system has helped us relieve a lot of pressure in training personnel, thanks to the simultaneous application of both the training system and training courses on customer service skills.
Ms. Minh Hanh
Manufacturing enterprise
“B24VN’s teaching staff are very enthusiastic, have a lot of practical experience and teaching methods. Our staff are very excited to practice situational exercises and build communication standards. This helps employees gain a lot of useful knowledge in their work.”
Mr. Pham Huu Lan
Bank V
