This course is also offered in Virtual Learning, click on the course below.
Overview
Course Methodology
Several methodologies are used in this course, including brief presentations by the consultant, case studies, self-awareness tools, exercises to practice some of the methods learned during the course, video clips, and role plays.
Course Objectives
By the end of the course, participants will be able to:
- Explain the importance of customer service in a competitive environment
- Defend the vital role internal customers play and show that their satisfaction is key for the success of an 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, and managers who want customer service training to reinforce their skills and train their staff.
Target Competencies
- Customer orientation
- Self confidence
- Personal accountability
- Persuading others
- Empathic outlook
- Emotional control
Course Outline
- Definitions and Concepts
- Quotations on customer service
- Service definitions
- Quality service requirements
- Some interesting numbers
- The cost of bad customer service
- Customer care foundations
- Learning from the best
- Internal Customer Service
- Identifying internal and external customers
- Elements of service
- Customer requirements
- Foundation of great service people
- The links in the service-profit chain
- Managing Customer Expectations
- The Importance of customer expectations
- Perceived service quality
- Managing customer expectations
- 'RATER' in real life
- Flying over customers' rising expectations
- Effective Communication Skills for Handling Customers
- Effective communication
- Verbal communication with customers
- Active listening
- Effective listening skills
- Phone etiquette
- Professional Behavior with Customers
- The power of behavior
- Principles of effective behavior
- How to behave professionally with the customer
- History of communication
- Interesting study
- Interpreting non-verbal communication
- The proper behavior with the customer
- The wrong behavior with the customer
- Assertive, passive and aggressive behavior
- Verbal and non-verbal components of communication styles
- Dealing with demanding customers
- Dealing with different personality types
- Typical customer personality types
- Service recovery
Schedule & Fees
Virtual Learning
This course is also offered in Virtual Learning, click on the course below.
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