In the age of empowered customer, competitive advantage is no longer defined by products, logistics or technology. Today, your last competitive advantage is your relationship with your customers. The need to build closer, more meaningful customer relationships has never been more critical. The business focus internally and external must be customer. This training will outline how involving customer can be achieved throughout the enterprise at both the day to day, tactical level and at a broader, strategic level. This course will also develop the essential people skills that are at the heart of quality customer care.
Through a combination of lecture, audience participation and role plays, participants will learn specific skills for working through common customer service scenarios including turning around negative service situations, delivering customer service remotely, listening and analyzing skills, and increasing sales and customer loyalty.
At the end of this course, participants will be issued a Professional Diploma in Customer Service.
Audience Profile: Leaders, Managers, Front-line Associates, Service Staff and Anyone responsible.
|· Interpersonal Skills for Customer
· How to maintain a healthy work
· Understanding and meeting
· Handling Customers Complaints
· Calming Upset and Difficult Customers
|· Coping with work stress
· Telephone Customer Service
· 10 commandments of great
· 4 P’s of Customer Service
· Customer Service Basics
· Customer Service Gaps
· Professionalism with no excuses
- Customized Training Materials (Hard & Soft Copies)
- Post Training Support