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

HCCA’s Vision

They will be the destination for Inpiduals & organizations who want to build their Human Capital Capability.

HCCA’s Mission

  • They do exist to equip inpiduals with the abilities to perform their jobs competently.
  • They do exist to pull up and support intellectual assets of organizations to help leverage corporate cultures.
  • They do exist to develop organizations to help leverage their performance.

HCCA’s Core Values

  • Act As A Business Partner.
  • Deal With The Helping Attitude.
  • Encourage Learning.
See all HCCA Academy courses

Contact information not available.

Courses you can instantly connect with... German Conversation Courses DEL

Is this the right course for you?

Rate our content

Didn't find what you were looking for ?