Customer service is very important to business success as it requires knowing yourself before knowing the customer as well as knowing the processes and techniques to build strong customer relationships. Excellent customer service is not an optional thing but an urgent necessity. When you deal with your customers exceptionally, they become an effective marketing tool for business. The program focuses heavily on the behaviors and social aspects of customer service through the practice of communication skills techniques in addition to understanding and using different aspects of behavior and body language to ensure positive and successful customer interaction.
At the end of the training program, the participant should be able to:
1 Understand why customers stop doing business with a company
2 Understand everyone’s role in customer service
3 Recognize Investigation to learn the financial impact of one lost customer
1 Understand who your external and internal customers are
2 Learn what your customers expect from you with every interaction
3 Learn how internal customer service affects external customer service
1 Understand how taking ownership and personal accountability puts service over the top
2 Understand what qualities and learn the skills that are needed to provide exceptional service
3 Learn how to actively listen without interrupting
4 Learn how and when to apologize and empathize
5 Understand how exceptional customer service qualities affect 1st impressions
6 Learn how good personal hygiene is important when dealing with face-to-face customers
1 Telephone exercise and phone etiquette rules
2 Understand how to place callers on hold properly
3 Learn the correct way to transfer calls
4 Understand the rules to taking messages
5 Learn voice mail etiquette rules
6 Learn E-mail etiquette rules and learn text messaging etiquette rules
1 Understand the five parts of the customer interaction process
2 Learn how to reassure and use empathy
3 Learn how to offer solutions and come to agreement
4 Learn how to close the call and how to deal with a talkative caller
1 Know the signs of frustration
2 Understand the hostility curve and techniques to calm down an angry customer
3 Learn how to deliver bad news
4 Learn what to say to the verbally abusive customer
5 Learn how to manage complainers in groups
6 Identify customer needs and provide the best available service
7 Implement appropriate strategies for meeting changing customer needs
8 Professionally communicating with difficult customers
9 Identify the hot spots that cause customer frustration
1 Why excellence in customer service is a hot business boardroom issue
2 Understanding your customer’s expectations
3 Meeting and exceeding changing customer expectations
4 Understanding Benchmarking for competitive success
5 Core foundations for building a customer culture
6 Overcoming obstacles to customer service excellence
7 Assessing your organizational culture for customer service focus
1 Core customer service qualities and competencies
2 Retaining and motivating your best people
3 Developing staff engagement in the business
4 Using rewards and incentives to motivate performance
5 Understanding the importance of the team leader/supervisor in frontline staff employment
6 Addressing ‘real life’ work challenges in customer service excellence
Not Available
Names of the training programs that are integrated (enriched) with the training program:
Names of the training programs that after the training program:
Not Available
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