Objectives:
By the end of this training program, each participant will be able to:
- To develop essential customer service skills to meet and exceed customers’ expectations
- To acquire customer service mindset to deal with internal & external customers
- To project world-class, professional image of the company
- To analyze different behavioral patterns of personalities and how to deal with them
- To handle complaints and defuse the conflict
- To produce an action plan to develop their own customer service effectiveness
Who should attend?
This program is designed to all customer-related employees like call centre agents, help desk operators, customer support staff and everybody who needs to impress the customers on phone.
Course Outline:
Overview of Customer Care:
- Who is a customer?
- What does customer care means in today competitive world?
- Effective communication skills on phone
- Overcoming communicationþ barriers
- First & last impression
- Customer is a loyalty!
Essential skills:
- Effective customer service mindset
- Active listening Skills ( reading between the lines)
- Effective Questioning techniques
- Assertiveness behavior
- Developing energetic, positive tone of voice
Key telephone skills:
- Telephone courtesy
- Using positive language
- Taking & giving information / messages
- Closing the call
- The importance of follow up
Customer’s behavior:
- Understanding customer’s viewpoint
- Managing customers expectations
- Different kinds of customers
- Personalizing services
- Sweep customers off their shoes!
Defusing Conflicts:
- The nature of complaints and its impact on business
- Dealing with emotions
- Overcoming customer resistance
- Finding common ground
- The steps to resolve problems
- Follow up, follow up, follow up !
Customer Care Strategies:
- Mastering your business
- Customer follow-up
- Continuous improvement
WORKSHOP STYLE:
A mixture of short presentations, interactive discussion, individual exercises and group work. The emphasis throughout is on a practical approach using case material and examples.
