Customers Services

Course details

What is Services ?

Going the extra mile

What is good Service

Telephone Etiquettes

• Basic Telephone Manners & Skills.
• Skills & Level of Listening.
• Improving your listening Skills.
• Using your voice effectively.
• Using the right technique to develop your conversation.
• Avoiding Slang, Jargon & Lazy Phrasing.

Communication skills

• Communicating with Colleagues:
• Communicating with Subordinates.

Jo/Hari Window

Service is Communication

• Challenging Situations
• Challenging Customers
• Handling Customers
• Complaints

What’s different about good customer service:

• putting customer first
• What you need
• Quality
• Attention to details
• Delivering great service
• Taking responsibility

Resolving Conflicts

• Three steps for resolving conflicts
• Our filters

Course outline

• Communicate more effectively through active listening skills.
• Develop flexibility in your communication style.
• Deal assertively and diplomatically with difficult people.
• Learn the importance and practice your non-verbal communication skills.
• Develop telephone skills and know more about the basics of telephone etiquette.
• Describe the components of an effective complaint handling process.
• Discover the most effective questioning and listening techniques.
• Learn techniques and strategies to handle complaints.
• Manage conflicts by knowing how to turn negative feeling into positive ones.