While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This two-day course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.

Topics Covered

? What is customer service? Who are your customers? ? Meeting expectations ? Setting goals ? Communication skills and telephone techniques ? Dealing with difficult customers and people ? Dealing with challenges assertively ? Dealing with stress ? The first critical element: A customer service focus ? The second critical element: Defined in your organization ? The third critical element: Given life by employees ? The fourth critical element: Be a problem solver ? The fifth critical element: Measure it ? The sixth critical element: Reinforce it

Who should attend

Customer Service executives, Client Service personnel, Team members working in retail front, Call-centre employees, Sales personnel, Sales Manager, Customer Service-Managers, Supervisors and Team leaders, Working from home women, Marketing employees, Retail executives etc

Pre-requisites

No Pre-requisites

What you need to bring

Nothing

Key Takeaways

? Demonstrate a customer service approach ? Understand how people response to your behaviour, identify some coping strategies, and discuss the difficult person they find most trying ? Key problem solving techniques to turn unhappy customers around and display skill and confidence for solving customer problems ? Understand and use telephone techniques and key communication skills including empathy, body language, asking questions, and listening. ? Understand the way to deal with difficult customers, conflicts with customers and stress using key techniques. ? Identify the critical areas that customers have expectations for ? Provide customer service by making selections