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/key 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
• Key accounts partnership and relationship

Duration: 3 days

Customize Your Training

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

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.