Welcome to informatech ™ Training Limited !

Excellence in Customer Service

Why Attend
 
In this course we cover all the most important elements of service any person involved in direct interactions with customers should know and apply. From the necessary behavioral and communication skills to the right attitude, and including specific methods to analyze and improve the service provided, we cover it all in a straight forward and effective manner that will help participants ensure customer satisfaction and delight in the most challenging situations.
 

Course Methodology

 
Several methodologies are used in this course. In addition to brief presentations by the consultants, we use case studies, self awareness exercises, exercises to practice some of the methods learned during the course, video clips and role plays.
 

Course Objectives

By the end of the course, participants will be able to:
 
  • Explain the importance of customer service in a competitive environment
  • Defend the vital role internal customers play and show that their satisfaction is key for the success of an organization
  • Practice the techniques of managing customer expectations and delighting customers
  • Provide better, faster service and increase customer satisfaction
  • Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem
 
 

Target Audience

Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists as well as managers who want customer service training in order to reinforce their skills and train their staff.
 

Target Competencies

Customer orientation
Self confidence
Personal accountability
Persuading others
Empathic outlook
Emotional control
 
 
Course Outline
 
Customer Service
 
Quotations on customer service
Service definitions and concepts
Quality service requirements
Some interesting numbers
Cost of bad customer service
Customer care foundations
Learning from the best
 
Internal Customer Service
 
Identifying internal and external customers
Customer requirements
Foundation of great service people
The service profit chain
 
Managing Customer Expectations
 
What to say and what not to say
Calming upset customers
Comments you should avoid
Managing customer expectations
'RATER' and the service quality (SQ) factors
Flying over customer expectations
Role-plays and exercises on dealing with different personality styles
 
Effective Communication Skills for Handling Customers
 
Active listening
Effective listening skills
Phone etiquette
 
Professional Behavior with Customers
 
The power of behavior
Principles of effective behavior
How to behave professionally with the customer
History of communication
Interesting study
Interpreting non verbal behavior
The right behavior with the customer
The wrong behavior with the customer
Assertive, passive and aggressive behavior
Verbal and non verbal components of communication styles
 
Dealing with Difficult Customers
 
Dealing with different personality types
Service recovery
Conclusion

Request a call back.

Would you like to speak to one of our financial advisers? Just submit your contact details and we’ll be in touch shortly. You can also email us if you prefer that type of communication.