…a holistic customer service empowerment course for the entire organization

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Over View

There is no gainsaying that outstanding Customer Service leads to customer satisfaction, repeat business, increased sales, customer retention, customer loyalty and eventually customer advocacy; and no matter how much we repeat this, it can never become a cliché because it is an undoubtable fact.

We believe that customer service is a culture that resonates from the way phones are answered, to the way a visiting customer is treated from the gate by the Security men all the way to the Pent-House by the Managing Director; everyone and everything we do reflects on customer satisfaction or dissatisfaction.

This training will be aided with pictures, videos, case-studies and role-plays.

 

Value Proposition

At the end of this training participants will be able to:

  • Recognize how one’s attitude affects service standards
  • Explain what customer service means in relation to internal & external customers
  • Master ways to develop & maintain a positive customer focused attitude
  • Develop needs analysis techniques to better address customer needs
  • Recognize ways of taking charge of their immediate surrounding
  • Apply outstanding customer service techniques to generate return business
  • Identify the weight of the three different communication mediums
  • Build better body language techniques for better relationship management
  • Practice techniques for developing good will through in-person customer service
  • Formulate take away techniques for service excellence over the phone
  • Gain insight to connecting with customers online
  • Master techniques for dealing with difficult customers
  • Acquire tools for recovering difficult customers

Modules/Units

Module 1 Introduction to Customer Service

  • Who are customers?
  • What is customer Service?
  • Who provides customer service?

Module 2: Customer Service Oriented Attitude

  • Where attitude lies
  • Why attitude matters
  • Creating a positive first impression

Sustaining a positive energy

Module 3: Meeting the Customer’s Needs

  • Comprehending the Customer’s Need
  • Openness as a Critical Understanding Factor
  • The need common to every customer and how to deliver it
  • Creating a positive lasting impression

Module 4: Person to Person Customer Service

  • Your Desk; Your Zone
  • Managing multiple customer request
  • The tripartite communication medium; the weight; the effect.
  • The “Integrity of Communication”
  • Body Language as a winning tool
  • Aggressive-Assertive-Passive

Module 5: Over The Phone Customer Service

  • The telephone disadvantage
  • The Power of Tone
  • Telephone Etiquette
  • General Telephoning tips

Module 6: Electronic Customer Servicing

  • The E-Mailing disadvantage
  • The E-Mailing Advantage
  • The Do’s and Don’ts of Emailing
  • General Tips of Emailing

Module 7: Managing and Recovering Difficult Customers

  • Types of Difficult Customers
  • The Rules of De-Escalating Customer’s Anger
  • Building Rapport
  • Establishing Common Ground
  • Generating alternative solutions

Module 8: Achieving Customer Service with  Emotions Intelligence

 

Who can attend?

Every member of an organization seeking to improve her brand through better customer relationship

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  • 2 days
  • 30 SEATS
  • Course Certificate
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