panel_start Course Objective panel_end
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 Competencies
- Customer orientation
- Self-confidence
- Personal accountability
- Persuading others
- Empathic outlook
- Emotional control
panel_start Course Content panel_end
- 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