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

About HCCA Academy

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.
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