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.
Course Outline
Definitions and concepts
Quotations on customer service
Service definitions
Quality service requirements
Some interesting numbers
Cost of bad customer service
Customer care foundations
Learning from the best
Additional comments about service
Internal customer service
Identifying internal and external customers
A final definition
Elements of service
Customer requirements
Foundation of great service people
The links in the service-profit chain
Managing customer expectations
The Importance of customer expectations
Perceived service quality
What to say and what not to say
Calming upset customers
12 tips for calming upset customers
Comments you should avoid
'RATER' in real life
The Service Quality (SQ) factors
Flying over customers' rising expectations
The customer loyalty ladder
Role-plays and exercises on dealing with different personality styles
Effective communication skills for handling customers
Effective communication
Verbal communication with 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 communication
The right behavior with the customer
The wrong behavior with the customer
Types of behavior
Assertive, passive and aggressive behavior
Verbal and non verbal components of communication styles
Dealing with difficult customers
Dealing with different personality types
Typical customer personality types
Service recovery
INFORMATECH is the region’s leading provider of in-house custom-designed courses. We have been tailoring in-house solutions for our clients aimed at helping them achieve short term training wins or long term strategic requirements. In addition to being significantly cost effective, these courses are constantly in demand because they:
If you did not find the appropriate date or venue suitable for you, or you would like to join the course online, you can request a custom course from the link below.
We offer group and corporate discounts on many courses. These discounts are available for clients who want to maximize their return on investment.
We offer individual discounts on many courses for people who are self-sponsored and make their payment in full and upfront at the time of registration.
Nominations to our public courses are to be processed by the client’s HR/Training department except for self-nominations which are to be paid in advance using the “payment by self” option on the online registration form. A refund will be issued back to the client in the event of course cancellation or seat unavailability. Registration confirmation is subject to INFORMATECH's review of registration request and seat availability.
Clients are responsible for any type of tax levied in their country.
If you are interested in having a course custom-designed for your organization, please submit a request using the link below. Once we receive your duly completed request, one of our business development professionals or consultants will get in touch with you to understand your requirements with more detail and answer any relevant questions you may have. After all pertinent information has been exchanged, we will work on the custom-designed request and send you the proposal you require and work with you to identify the ideal period and place for delivering the custom-designed solution.