BEGIN:VCALENDAR VERSION:2.0 PRODID:-//Eventin//Event Calendar//EN CALSCALE:GREGORIAN METHOD:PUBLISH BEGIN:VEVENT UID:3d85defacdcbfbdde2efd138b4c07f6f@roc.ph SUMMARY:Customer Service Best Practices DESCRIPTION:Category: Customer Experience\, Business Operations & Service E xcellenceSubcategory: Client Relations\, Service Recovery & Retention Strat egies🤝 Customer Service Best Practices: Build High-Trust Customer Relati onships\, Elevate Satisfaction\, and Turn Clients into Brand AdvocatesMaste r Active Service Listening\, Omnichannel Support Standards\, De-escalation Techniques\, Customer Journey Mapping\, and Retention AnalyticsDate: 📅 D ecember 8\, 2026 (Tuesday)Time: ⏰ 8:30 AM – 9:30 AM (Asia/Manila)Locati on: 📍 Live via Google Meet💡 Are Outdated Support Habits and Unresolve d Service Complaints Costing You Customer Loyalty?Acquiring a new customer can cost up to five times more than retaining an existing one\, yet many bu sinesses neglect the post-purchase customer experience. Slow response times \, rigid return policies\, unempowered support agents\, and cold automated replies create service friction that drives clients straight to competitors . Exceptional customer service is no longer just a support department funct ion—it is a core growth engine and key brand differentiator.What if you c ould establish an extraordinary customer service standard that resolves iss ues on first contact\, builds deep client trust\, and dramatically increase s lifetime customer value?Are you struggling to maintain high service quali ty across customer touchpoints?❌ Slow & Consistent Response Times: Leavin g clients waiting across email\, social media\, and chat channels without c lear SLA guarantees❌ Difficulty De-escalating Angry Customers: Frustrated staff struggling to manage difficult conversations\, leading to negative o nline reviews❌ Transactional Support Mentality: Treating customer interac tions as quick tickets to close rather than opportunities to build lasting relationships❌ Lack of Service Recovery Workflows: Missing standardized p rocedures to apologize\, compensate\, and regain trust after operational mi stakesThe Goal: Equip customer service representatives\, support team leads \, MSME founders\, and client success managers with practical frameworks to deliver empathetic\, high-speed\, and high-impact customer support.🔥 Wh at You’ll LearnFoundations of Modern Service ExcellenceUnderstanding cust omer expectations in today's digital landscape and mapping the end-to-end c ustomer experience (CX) journeyMastering Communication & Empathy in Support Utilizing positive language\, active listening techniques\, and empathetic framing to build immediate rapport in text and voice interactionsDe-escalat ion & Conflict Resolution ProtocolsApplying the HEAT (Hear\, Empathize\, Ap ologize\, Take Action) model to turn upset callers into loyal brand champio nsOmnichannel Support CoordinationManaging smooth transitions across email\ , live chat\, social media DMs\, phone support\, and messaging apps (Viber/ WhatsApp) without losing contextService Recovery & Retaining Dissatisfied C lientsDesigning clear empowerment guidelines for front-line agents to issue refunds\, replacements\, or credits swiftly to restore brand trustKey Cust omer Success Metrics & Feedback LoopsTracking and analyzing Net Promoter Sc ore (NPS)\, Customer Satisfaction (CSAT)\, First Contact Resolution (FCR)\, and Customer Effort Score (CES)🎯 Who Should Attend?✔ Customer Support Representatives & Helpdesk Agents aiming to sharpen their communication sk ills and increase resolution speeds✔ Client Success Managers & Account Ex ecutives responsible for client retention\, account health\, and relationsh ip longevity✔ MSME Owners & E-Commerce Store Operators wanting to set pro fessional support standards that build brand credibility✔ Frontline Super visors & Operations Managers establishing customer service KPIs\, SOPs\, an d training guidelines for support teams✔ Service Industry Staff & Hospita lity Professionals looking to elevate their customer interaction standards and conflict resolution tactics🎟️ Ticket TiersTicket TypeSuper Early B ird (Until Nov 24)Early Bird (Nov 25 – Dec 01)Regular Rate (Dec 02 – De c 07)What’s IncludedRegular Pass₱300₱400₱500📍 Live Google Meet A ccess📜 Professional Proof: e-Certificate of ParticipationRegular Pass (5 0% Off)(Student / Senior / PWD)₱150₱200₱250📍 Live Google Meet Acce ss📜 Professional Proof: e-Certificate of ParticipationVIP Pass₱500₱8 00₱1\,000📍 Live Google Meet Access🎥 Full Course Recording Access 📜 Full Skill Credential: e-Certificate of CompletionVIP Pass (50% Off)(S tudent / Senior / PWD)₱250₱400₱500📍 Live Google Meet Access🎥 Fu ll Course Recording Access📜 Full Skill Credential: e-Certificate of Comp letion🎓 Special Discounts VerificationTo claim the 50% discount rates ab ove\, eligible participants must submit verification using the correspondin g scholarship/discount application links:👴 Senior Citizens: https://roc. ph/scholarships/seniorcitizen/🎓 Students: https://roc.ph/scholarships/st udent/♿ PWD: https://roc.ph/scholarships/pwd/⚠️ Note: Limited slots a vailable to ensure an interactive Q&A session. Reserve yours early!📌 Sec ure Your Slot Now🔗 Register Here: https://roc.ph/event/customer-service- best-practices-5/Missed the live event? Avail our Online Full Access (e-rec ording & e-certificate) at: https://roc.ph/service/customer-service-best-pr actices💬 “Great customer service is not an expense\; it is the most ef fective marketing tool your business will ever own.”Upcoming Webinars: ro c.ph/webinarsRecorded Webinars: https://www.roc.ph/coursesWebinar Policy: r oc.ph/policy/webinar/Privacy Policy: https://roc.ph/policy/privacy/ LOCATION:Online DTSTAMP:20261106T150916Z DTSTART:20261208T003000Z DTEND:20261208T013000Z END:VEVENT END:VCALENDAR