Passionate Customer Services Every Time

Course details

Program Objective

By the end of this workshop you will be able to:-

• Recognize that service delivery is an individual response value
• Understand how an individual’s behavior impacts the behavior of others
• Develop more confidence and skill as a problem-solver
• Communicate more assertively and effectively
• Make customer service a team approach

Program Outline

• What is customer service?
• The product.
• Moments of truth.
• Handling customer complaints.
• Who are your customers?
• Meeting expectations
• Presenting yourself properly
• Setting goals and targets
• The four key components of customer service.
• Communication barriers.
• Telephone techniques
• Managing the talkative caller
• Dealing with difficult callers
• Dealing with challenges
• Increasing your assertiveness
• Dealing with difficult people
• Dealing with conflict
• The problem solving process
• Seven steps to customer problem solving
• The recovery process
• Eliminating customer service problems
• Service PRIDE is a team effort
• Personal contribution to successful customer service.
• Dealing with stress