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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 straightforward and effective manner that will help participants ensure customer satisfaction and delight in the most challenging situations.

Event Date: 30/01/2024 – 31/01/2024

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More Dates

22/08/2024 – 23/08/2024	Price: Original price was: $ 173.18.Current price is: $ 139.66.
27/11/2024 – 28/11/2024	Price: Original price was: $ 173.18.Current price is: $ 139.66.

Overview
Course Outline

Course Methodology

Several methodologies are used in this course. In addition to brief presentations by the consultants, we use case studies, self-awareness exercises, 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 as well as managers who want customer service training in order to reinforce their skills and train their staff.

Target Competencies

Customer orientation
Self-confidence
Personal accountability
Persuading others
Empathic outlook
Emotional control

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