Customer Service in a Hybrid Environment

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Learn how to ensure effective customer service in a hybrid work environment

Customer service for some industries has to be carefully reviewed and probably revamped in view of a global trend for hybrid work arrangements.

For such industries like in manufacturing, logistics, some services-related sectors, banking and even health-care services, customer service representatives working from home in staggered manner shall be the way forward.

As such these organizations need to consider future office re-entries, in which some service representatives are remote, some are in-person, or on site and some are a hybrid of the two.

Therefore this interactive course has been designed for participants from both perspectives; the customer service team leader and the customer service team member, to embrace some, if not all ideas that have been put forth to ensure effective customer service even in a hybrid work environment.

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Course Objectives

• Know and explain what a hybrid customer service is
• Prepare and organize a conducive work environment
• Act professionally, systematically with responsibility
• Balance virtual arrangements with stakeholders
• Serve with empathy
• Accept empowerment with boundaries and expectations
• Leverage on collaboration and technological tools
• Ask for regular feedback

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Course Outline

• What is hybrid customer service
• How to co-create working environment to replicate in-person experiences
• Importance of communication with work ethics
• Impact of virtual meeting fatigue on customer service
• Empathy and its relevance to customer service
• Benefits of team empowerment and setting of boundaries and expectations
• Advantages of leveraging technological tools in a hybrid environment for effective customer service
• The process of conducting feedback

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Methodology

Facilitation [virtual via zoom], Video appreciation and discussion, and Reflection [Individual or in Groups].

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For Your Delight

• A Certificate of Attendance will be given subject to 90% attendance.

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Trainer

Daniel Kam has at least 20 years of corporate leadership experience under his belt around Business Development, Sales and Marketing, General Management and Organization Development work including 7 years of senior management role as a Director of Asian market in the most recent corporate job. He brings relevant experience, wisdom and practical insights in his soft-skills based programs such as leadership, high performance team work, personal development as well as business development and management. He brings relevant experience, wisdom and practical insights into his exciting courses.

He holds a degree in Business Administration with specialization in Marketing. He is a certified professional trainer, qualified ACTA facilitator as well as an executive coach. He is also certified as a trainer for Brian Tracy range of sales leadership courses.

A passionate trainer with great empathic considerations, Daniel is able to relate well with diverse groups of multi-cultural and multi-generational learners. An engaging facilitator, Daniel encourages active participation from learners of his workshops and courses, ensuring effective internalization and subsequent application of new learned knowledge.

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Subsidy

Currently Not Applicable

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Special Request

If the dates listed are not suitable for you and you have a group interested in the same course, you can contact us to arrange a date of your choice, subject to our trainer availability.

Evening classes or to be conducted in Mandarin are also available on request. Contact us for arrangements.

Group discounts are also available. Request a quote from us.

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