Customer Service

Description

While many companies promise to deliver an incredible customer experience,some are better at delivering than others.This course is designed around six critical elements of customer service that, when the company lives them,bring customers back to experience services that outdoes the competition.

Learning Outcomes

At the end of this training,you will be able to:

• Demostrate a customer service approach
• Understand how your own behaviour affects the behavior of others
• Demonstrate confidence and skill as a problem solver
• Apply chechniques to deal with difficult customers
• Make a choice to provide efficient customer service

Programme Outline

• Webinar overview
• What is customer service?
• Who are your customers?
• Meeting expectations
• Setting goals
• The second critical element: Defined in your organization
• The third critical element: Given life by employees
• Communication skills
• Telephone techniques
• Dealing with difficult customers
• Dealing with challenges assertively
• Dealing with difficult people
• The fourth critical element: Be a problem solver
• Seven steps to customer problem solving
• The fifth ctitical element: Measure it
• The sixth critical element: Reinforce it
• Dealing with stress