Customers are the real wealth and capital of business organizations today. The real competitive advantage in the market is how many customers you own and your ability to maintain them. Therefore, customer centricity has become of paramount importance through customer service and excellent communication with them professionally. The program focuses on fostering a customer-centric culture by understanding customer needs and expectations aiming to make appropriate changes and thereby exceeding their expectations, delivering an outstanding customer experience and creating a long-term relationship, along with understanding the benefits of customer centric performance.
At the end of the training program, the participant should be able to:
1 Outstanding customer service concept
2 Concepts of customer service and customer care
3 Service quality requirements
4 difference between regular service and premium service
5 Customer value
6 Bad service cost
7 Establish customer service
8 Customer centric culture
9 Implement a customer centric culture
10 Customer Experience Concept
11 Customer Journey and Customer Centered Customer Experience
1 Concept of customer needs and desires
1 Customer-centric service provider balance wheel
2 The most important characteristics of distinguished service providers
3 Active listening and listening skills
4 Stages of customer listening processes
5 Body language skills in dealing with customers
6 Dealing with difficult patterns
7 Customer patterns and how to deal with them
8 Ways to take care of the customer
1 Customer Satisfaction Indicators
2 How do we achieve customer satisfaction
3 Service refresh concept
4 Handling customer objections
5 What is the difference between complaints and objections
6 Who are the customers who complain the most
7 The art of refreshing service
8 The Seven Habits of Customer Service
9 Steps to solve customer problems
10 Customer-centric service dimensions
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Names of the training programs that are integrated (enriched) with the training program:
Names of the training programs that after the training program:
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