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Customer Service Excellence
Learning Objectives
To recognize the significance of superior quality service to organization's success.
To apply techniques to exceed customers' expectations.
To develop effective verbal and non-verbal communication skills to enhance service delivery.
To apply service recovery skills when handling difficult customers.
Outline
Part 1 - Prepare Yourself for Service
Understanding Our Customers
Importance of Customer Service
Identify Customers' Wants and Needs
External and Internal Customers
Part 2 - Project Yourself Professionally
You and Your Attitude
Benefits of Positive Attitude
Showing Empathy and Respect
Making Great First Impression
Looking Good, Feeling Good and Project Well
Part 3 - Communicate with Your Customer Effectively
The Communication Process
Verbal and Non-Verbal Communication
The Art of Listening
Applying Questioning Techniques
Identifying Barriers of Communication
Part 4 - Dealing with Difficult Customers
Why We Need Service Recovery
Handling and Dealing with Difficult Customers
Steps in Dealing with Challenging Customers
Methodology
To anchor the learning and winning behavior, the workshop incorporates:
Mini-lectures
Group and individual activities
Self-reflections and assessments
Interactive exercises and role-plays
Who should attend
Customer Service representatives
Call Center representatives
Sales Managers and Outside Sales staff
Technical & In-house Sales staff
Anyone who is dealing with internal and external customers
Anyone who wants to improve their interpersonal skills
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