Customer Service Training

Available Formats:
 Half Day
 One Day
 Two Days

Program Overview: 
Participants will learn what exceptional service is, how to project a customer-friendly image, how to handle demanding customers, and more.

Program Objectives (key learning points): 
At this program's conclusion, participants should be able to:
 Describe exceptional customer service.
 Identify the benefits of great customer service.
 Recognize barriers to the delivery of outstanding customer service.
 Adapt to specific customer behavior styles.
 Demonstrate how to measure customer-satisfaction levels and take corrective action if needed.
 Learn techniques for dealing with angry or upset customers.
 Develop a personal action plan to improve customer-service skills.

Course Outline:
 Where Excellence Starts
   - the factors that make service outstanding and send customers to business's competitors
 Know the Different Expectations
   - what expectations customers have of their service providers
   - how these expectations can be met
 Understanding Different Communication Styles
   - customers’ behavioral styles and how to adjust to them for better communication
   - identification of own behavioral style
 Rephrasing for Better Relationships
   - how to use language to its best advantage during customer interactions
   - how to say "no" in ways that reduce conflict
   - various eliminating phrases such as "that's not my job" and "I don't know», what is better to say
 Dealing with Difficult Customers
   - how to interact effectively with angry customers, complaining customers, customers who try to take advantage of organizations, and other troublesome people
 Customer-Service Stress
   - stress-management techniques to ensure the providers stay refreshed and alert and that the service they deliver is the best it can be

 The program's conclusion:
The participants will have an understanding of what makes a good customer-service experience, how to deliver excellent customer service, how to deal with difficult customers, and how to take care of themselves while taking care of others.
As part of your training program, we will modify content as needed to meet your business objectives. Upon request, we will provide you with a copy of the participant materials prior to the session(s).

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