• (028) 6285 6440
  • contact@ctsvietnam.vn

Customer service is an activity that makes a difference in business and is a decisive competitive factor for the organisation. The course will provide knowledge and skills to help participants perform a customer service with sincerity, thoughtfulness and ease, limiting the pressure of unreasonable expectations or customer complaints about service errors, and become a trusted friend of customers, bringing good experiences & values to customers when they use the company's services.

Designed for:

Management levels in the business who want to build a customer service culture in the organization.

Learning objectives:

  • Identify opportunities to enhance services for the business.
  • Provide a proactive service that creates memorable customer experiences.
  • Find a common voice with customers & become a trusted friend of customers.
  • Effectively solve service failures, restore customers' trust in the company

Course content:

Compassionate service- Make a difference

  • Why are customers loyal to us, when they have so many choices?
  • Common mistakes in customer service
  • What is customer service?
  • Complete service - Choose to do the easy thing, bring advantages
  • Customer service capacity
  • The power of empathy - Find a common voice with customers.

Fix service errors- Restore customer's trust

  • Common mistakes when handling customer complaints - Are you adding fuel to the fire?
  • Customer expectations when complaining – Is It Reasonable or Unreasonable?
  • Manage Your Emotions - You stay calm to keep your clients calm
  • Identify the difficulty level of customer complaints to get the right solution.
  • Dealing with Customer Complaints - H.E.A.R.T. formula


  • Practice dealing with customer complaint situations
  • Summarize and offer solutions to improve service capacity and service quality


Duration: 17&18 March (2 sessions)
Platform: Offline at 4-star hotel
Language: Vietnamese
Trainer: TBC
Fee: 4,900,000 per participant
Please contact us 028 6285 6440 to register or fill out the form here



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