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 attendCustomer 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
What you need to bringNothing
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