McTimothy Associates

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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.

$ 97.90

Event Date: 17/11/2022 – 19/11/2022


More Dates

22/08/2024 – 23/08/2024

Price: Original price was: $ 112.40.Current price is: $ 90.65.

27/11/2024 – 28/11/2024

Price: Original price was: $ 112.40.Current price is: $ 90.65.

Course Outline

  • Customer Service
    • Quotations on customer service
    • Service definitions and concepts
    • Quality service requirements
    • Some interesting numbers
    • Cost of bad customer service
    • Customer care foundations
    • Learning from the best
  • Internal Customer Service

    • Identifying internal and external customers
    • Customer requirements
    • Foundation of great service people
    • The service profit chain
  • Managing Customer Expectations

    • What to say and what not to say
    • Calming upset customers
    • Comments you should avoid
    • Managing customer expectations
    • ‘RATER’ and the service quality (SQ) factors
    • Flying over customer expectations
    • Role-plays and exercises on dealing with different personality styles
  • Effective Communication Skills for Handling 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 behavior
    • The right 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 Difficult Customers

    • Dealing with different personality types
    • Service recovery
    • Conclusion

Duration: 2 days

Class Session: 10:00 am – 4:00 pm each day including Breakfast and Lunchtime

Customize Your Training

This training solution and other training topics from McTimothy Associates are currently available as residential/in-house options.

Please Note

McTimothy Associates Reserves the right to postpone or cancel a course due to unforeseen circumstances beyond our control. In such cases, delegate(s) will be registered for the next run of the Course.

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