Excellent Customer Service And Analysis
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COURSE DATES AND LOCATIONS
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INTRODUCTION
The aim of good customer service is to resolve a customer’s problem as quickly and pleasantly as possible. There can be many paths to this end, depending on the industry, problem, and customer, but the same best practices apply across the board. A successful customer service agent addresses a customer’s concerns, listens to their needs, and does their best to resolve the problem. But what if the customer is unreasonable, or the problem is impossible to solve? Even these interactions can be salvaged with patience, communication, and clear boundaries.
This course will help participants to exceed customer service standards and expectations whilst developing their business’s reputation as a customer-centred business.
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COURSE OBJECTIVES
By the end of the course, you‘ll be able to:
- Utilizing assertive styles in difficult
- Building your confidence and being able to say no
- Understanding how others perceive your behavior
- Using customer-focused communication improves your service standard
- Turn customer service disappointments into a positive experience
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COURSE AUDIENCE
This course is made for:
- Customer service agent
- Customer service team leader
- Secretary and Assistant
- Sales specialist
- Compliance officers
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COURSE OUTLINE
DAY ONE:
What is Customer Service?
- Importance of Customer Service
- Customer Service Skills
- Different Communication Vehicles
DAY TWO:
Communication Barriers
- Types of Barriers
- Delivering Effective Customer Service
- Self-Assessments
- Questions and Answers
- Rapport with Customers
- Meet Customer Expectations
DAY THREE:
Handling Difficult Customers
- How to deal with Difficult Customers
- Solving the Problem
Assertiveness Techniques
- Structure Communication with Customers
- Dealing with Difficult Situations
DAY FOUR:
Neuro-Linguistic Programming
- Explaining NLP
Body Language
- Facial Expressions
- Body Posture
- Gestures
- Handshakes
DAY FIVE:
Empathy In Customer Service
- Put Yourself in Your Customer’s Shoes
- Recall a Similar Situation
- Show Genuine Concern
