Customer Service

• Definitions and Concepts
• Roles of the Customer Service Professional

Attaining Customer Satisfaction through Quality Measures

• Components of Quality Service
  • Service Quality gaps
  • What Customers Pay Attention To
  • Dimensions of The RATER Model
    • Reliability
    • Assurance
    • Tangibles
    • Empathy
    • Responsiveness
  • Establishing Service Quality Performance Standards
• Customer Complaint System
  • Sources of Complaints
  • Types of Complaints
  • Handling Complaints: The P.E.P.S.I and F.E.D.E.X Approaches
• The Principles of Inspiring Staff (A.E.P.A. Philosophy)
  • Arousing Interest
  • Engaging Them
  • Practicing New Skills
  • Applying to Real World
• Customer Loyalty
  • Who is a Loyal Customer?
  • Strategies to Keep Customers Loyal
• Reasons why Companies Lose Customers
• Keys to Delivering an Exceptional Service- The Nordstrom Way

A Profile of Different Customer Personalities

• Characteristics of Difficult People
• Common Responses to Them
• 6 major Personalities that Lead to Conflict
  • The Hostile
  • The Pessimist
  • The Complainer
  • The Know-It-All
  • The Narcissist
  • The Over-Controller
• Strategies in Dealing with Them

Effective Communication with Customers

• Communication Goals
• Overcoming Barriers to Effective Communication with Customers
• Reading the Body Language of Customers
• Behaviors that Block Listening
• How to Be an Active Listener