Customer Service

Customer service may seem easy but can turn out to be a very hard job. However, with proper training, you can ace it!

Course Objectives

• Identify ways to establish links between excellence in customer service and your business practices and policies.
• Develop the skills and practices that are essential elements of a customer service
• Recognize who the customers are and what they are looking for.
• Develop strategies for creating engaged employees and satisfied customers in whatever business units you manage.

Course Topics

• Use the basic concepts of Customer Service (CS) in customer interactions
• Why Provide Excellent Customer Service – What are the Benefits to Our Customers, Our Organization and Me
• What is Internal and External Customer Service and its Importance and Value to the Company
• Address the human and the business needs of the customer
• Disappoint, Deliver and Delight-the –Three Levels of Customer Service
• Customer-centric communication – Assertive Communication
• Understand the importance of “Listening” in a customer interaction
• Communicate effectively with your customers by responding appropriately
• Recognize opportunities and verbalize Empathy
• Use probing skills intelligently
• Exhibit Ownership
• Customer Profiling
• Customized Communication
• Emotional Intelligence which dealing with a customer
• 5 step process for handling challenging customers
• Body Language Basics – The non-verbal advantage
• Telephone Etiquette
• Call Protocol
• Principles of Telephone Etiquette
• Vocal Skills – Intonation, Rate of Speech, Volume etc.
• Handling Difficult Customers