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Customer Service Excellence

Customer Service Excellence

Malad West, Mumbai

4,000

No Reviews Yet
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About the Course


While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This two-day course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.

Topics Covered

? What is customer service? Who are your customers?
? Meeting expectations
? Setting goals
? Communication skills and telephone techniques
? Dealing with difficult customers and people
? Dealing with challenges assertively
? Dealing with stress
? The first critical element: A customer service focus
? The second critical element: Defined in your organization
? The third critical element: Given life by employees
? The fourth critical element: Be a problem solver
? The fifth critical element: Measure it
? The sixth critical element: Reinforce it

Who should attend

Customer Service executives, Client Service personnel, Team members working in retail front, Call-centre employees, Sales personnel, Sales Manager, Customer Service-Managers, Supervisors and Team leaders, Working from home women, Marketing employees, Retail executives etc

Pre-requisites

No Pre-requisites

What you need to bring

Nothing

Key Takeaways

? Demonstrate a customer service approach
? Understand how people response to your behaviour, identify some coping strategies, and discuss the difficult person they find most trying
? Key problem solving techniques to turn unhappy customers around and display skill and confidence for solving customer problems
? Understand and use telephone techniques and key communication skills including empathy, body language, asking questions, and listening.
? Understand the way to deal with difficult customers, conflicts with customers and stress using key techniques.
? Identify the critical areas that customers have expectations for
? Provide customer service by making selections
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Date and Time

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About the Trainer

Ashish

MBA


see my profile http://www.thinkvidya.com/mumbai/ashish-patel/1650998
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Course Id: 23873