CUSTOMER SERVICE EXCELLENCE

Attracting the right customers is not are important as retaining them and for customers to be retained and stay loyal to a particular products or services goes beyond price and quality to how customers are treated. 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.

 

  • Introduction to Customer Service
    • Who are customers?
    • What is customer Service?
    • Who provides customer service?
    • Learning from the best
  • Professional Behavior
    • The power of behaviour
    • Principles of effective behaviour
    • How to behave professionally with the customer
    • Interpreting non- verbal behaviour
    • Understanding the Right & Wrong Behaviour
    • Assertive, passive and aggressive behaviour
  • Managing Customer Expectations
    • What to say and what not to say
    • Calming upset customers
    • Comments you should avoid
    • Managing customer expectations
    • Flying over customer expectations
  • Effective Communication Skills for Handling Customers
    • Active listening
    • Effective listening skills
    • Phone etiquette
    • The E-Mailing Dynamics
  • Dealing and Recovering Difficult Customers
    • Dealing with different personality types
    • The Rules of De-Escalating Customer’s Anger
    • Building Rapport
    • Establishing Common Ground
    • Generating alternative solutions
    • Managing Emotions