Overview
Identify customer types, set customer expectations and maintain a positive attitude when working with customers.
Excellence in Service (Basic)
Schedule
Jan | Feb | Mar 2022
Duration
1 Days
Difficulty
Intermediate
Methodology
Online Live | Onsite
OBJECTIVES
- After completing this course, students will know how to:
- Distinguish the different types of customers, appreciate the importance of customer service, build rapport and communicate with customers, and respond to customers while exceeding their expectations.
- Develop customer service skills, provide quality customer service, and solve customer service problems.
- Understand customer dissatisfaction, work with customers who are either angry or upset, and reduce customer service stress.
- Understand the importance of effective communication, identify the importance of interpersonal communication, provide quality service on the telephone, and compose effective e-mail messages.
COURSE OUTLINE
- Customer service and customers
- Understanding the importance of good service
- Identifying the types of customers
- Customer interaction
- Building rapport with customers
- Communicating with customers
- Customer expectations
- Responding to a customer
- Exceeding customer expectations
- Attitude and attention
- Demonstrating a positive attitude
- Providing extra attention
- Quality of service
- Providing good customer service
- Discussing the steps in service process
- Problem resolution
- Learning from problems
- Resolving problems
- Dissatisfied customers
- Understanding a dissatisfied customer
- Preventing dissatisfaction
- Handling dissatisfied customers and complaints
- Angry customers
- Handling an angry customer
- Diffusing anger through listening
- Upset customers
- Discussing the basics of serving an upset customer
- Serving an upset customer
- Stress in service situations
- Controlling your emotions
- Reducing stress
- Communication fundamentals
- Understanding clear communication
- Analyzing communication breakdown
- Interpersonal communication
- Communicating clearly with customers
- Understanding nonverbal and verbal aspects
- Telephone skills
- Providing good service on the telephone
- Understanding telephone etiquette
- E-mail etiquette
- Composing effective e-mail messages
- Using attachments effectively
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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