This course is also offered in face-to-face courses, click on the course below.
Overview
Course Methodology
Live online course where participants will be able to interact with instructor (video and audio), view slides, collaborate with others, comment on discussions, complete assessments, activities and case studies.
Course Objectives
By the end of the course, participants will be able to:
- Explain the importance of customer service for any organization
- Practice the techniques of managing customer expectations and delighting customers
- Provide better, faster service and increase customer satisfaction
- Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem
Target Audience
Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists as well as anyone who want customer service training in order to reinforce their skills.
Target Competencies
- Customer orientation
- Self confidence
- Personal accountability
- Persuading others
- Empathic outlook
- Emotional control
Course Outline
- Customer Service
- Quotations on customer service
- Service definitions and concepts
- Service dimensions
- Quality service requirements
- Internal Customer Service
- Identifying internal and external customers
- The customer profit chain
- Who, of the internal or external customer, is more important
- Managing Customer Expectations
- What to say and what not to say
- Calming upset customers
- Comments you should avoid
- Managing customer expectations
- The ServQual model
- Flying over customer expectations
- The RATER Model
- Professional Behavior with Customers
- The power of behavior
- Principles of effective behavior
- How to behave professionally with the customer
- Assertive, passive and aggressive behavior
- Dealing with Difficult Customers
- Dealing with different personality types
- Service recovery
Schedule & Fees
Face-to-Face Courses
This course is also offered in face-to-face courses, click on the course below.
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