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Excellence in Customer Service (Advanced)
DATE
2022-12-14;
LOCATION
To Be Determined;
Why Attend?
In this course we cover all the most important elements of service any person involved in direct interactions with customers should know and apply. From the necessary behavioral and communication skills to the right attitude, and including specific methods to analyze and improve the service provided, we cover it all in a straight forward and effective manner that will help participants ensure customer satisfaction and delight in the most challenging situations.
Course Objectives
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This Course Objective Hasn't Been Provided Yet
Target Audience
Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists as well as managers who want customer service training in order to reinforce their skills and train their staff
- Definitions and concepts
- Quotations on customer service
- Service definitions
- Quality service requirements
- Some interesting numbers
- Cost of bad customer service
- Customer care foundations
- Learning from the best
- Additional comments about service
- Internal customer service
- Identifying internal and external customers
- A final definition
- Elements of service
- Customer requirements
- Foundation of great service people
- The links in the service-profit chain
- Internal customer service
- Managing customer expectations
- The Importance of customer expectations
- Perceived service quality
- What to say and what not to say
- Calming upset customers
- 12 tips for calming upset customers
- Comments you should avoid
- Managing customer expectations
- 'RATER' in real life
- The Service Quality (SQ) factors
- Flying over customers' rising expectations
- The customer loyalty ladder
- Role-plays and exercises on dealing with different personality styles
- 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 right behavior with the customer
- The wrong behavior with the customer
- Types of behavior
- Assertive, passive and aggressive behavior
- Verbal and non verbal components of communication styles
- Dealing with difficult customers
- Dealing with different personality types
- Typical customer personality types
- Service recovery
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