Overview
In this course, students will explore the background and techniques of customer interactions.
Customer Service
Schedule
Jan | Feb | Mar 2022
Duration
1 Days
Difficulty
Intermediate
Methodology
Online Live | Onsite
OBJECTIVES
- Upon successful completion of this course, students will be able to:
• Acquire tools to provide quality customer service and make lasting impressions on customers.
• Explore how customers define the success of your company, as well as a customer’s emotional behaviors, and how that sensitivity influences his or her decision making.
• Discover techniques to increase customer satisfaction through your behavior, sensitivity, and respect.
• Examine the techniques for providing service through face-to-face contact, the factors that contribute to the success of that contact, and the benefits of actively listening to your customers.
• Identify the stages of customer management and recognize who your internal customers are. You will also explore value chain management and how to make positive long-term decisions that add value to your company.
• Identify the guidelines for dealing with unreasonable and irate customers.
• Take action to increase the loyalty of the customers you serve.
• Increase sales via customer service.
COURSE OUTLINE
- Describe Customer Service Benefits
- Recognize the Importance of Internal Customer Service
- Identify How Customer Service Benefits You
- Excel with Customer Service
- Recognize Trends in Customer Service
- Identify Criteria for Customer Satisfaction
- Identify Characteristics of the Personal Touch
- Create Lasting Positive Impressions on Your Customers
- Identify Categories of Face-to-Face Contact
- Understand the Critical Success Factors in Face-to-Face Customer Service
- Identify the Characteristics of Active Listening
- Identify Remote Customer Service Communication Channels
- Apply Remote Customer Service Best Practices
- Serve Difficult Customers
- Manage Angry Customers
- Deal with Difficult or Unhelpful Colleagues
- Optimize Moments of Truth
- Recognize the Value of Customer Complaints
- Identify the Stages of the Service Recovery Process
Instructor
Mark Steele
Mark is certified trainer with 20+ years of experience in gulf and London. He has trained batches, corporates, individuals and companies from all over the world.
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