Customer Service Training: Critical Element of Customer Service


Customer Service Training: Critical Element of Customer Service

From AED4,500.00

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This training course is designed around six critical elements of customer service that will outdo the competition and illustrate a company’s commitment to the customer.

Course Duration: 3 days / 24 hours

By the end of this course you will be able to:

  • Demonstrate a customer service approach.
  • Understand how your own behavior affects the behavior of others.
  • Demonstrate confidence and skill as a problem solver.
  • Apply techniques to deal with difficult customers.
  • Make the choices that provide superior customer service

Course Outline

What is Customer Service?

  • The First Critical Element – A Customer Service Focus

Who Are Your Customers?

Meeting Expectations

Setting Goals

  • Creating a Personal Vision Statement, Identifying Dreams and Setting Goals
  • My Dreams and Goals

The Second Critical Element – Defined in Your Organization

The Third Critical Element – Given Life by the Employees

  • What Do You Think? and Suggested Answers

Communication Skills

  • Empathy
  • Defining Communication
  • Asking Questions

Telephone Techniques

  • Telephone Basics
  • Handling Everyday Requests

Dealing With Difficult Customers

  • An Assertiveness Model
  • Making Connections

Dealing With Difficult People

  • Getting to the Heart of the Matter
  • The Three F’s
  • Types of Difficult People

The Fourth Critical Element – Be a Problem Solver

  • Reducing Conflict
  • Problem Solving in Six Steps
  • Making Connections

Seven Steps to Customer Problem Solving

  • The Process, Making Connections, The Recovery Process

The Fifth Critical Element – Measure It

  • Tools to Use
  • Measurement in Practice

The Sixth Critical Element – Reinforce It

  • Reinforcement Techniques
  • Power Talk

Dealing With Stress

CThe Development Team

Evaluating and Reviewing Your Program

  • Customer Profiles
  • Customer Life Cycles
  • Evaluating and Reviewing CRM



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