OVERVIEW
Effective Customer Service is vital for all businesses, large or small. It can have a direct impact on customers’ loyalty and where potential customers choose to spend their money. Effective customer service brings about Effective customer satisfaction which would translate into repeat-business contracts and more revenue for an organisation. Therefore, this course will equip participants with the skills needed for effective and excellent customer services.
WHO TO ATTEND
Customer Service Managers, Front-line Employees and Supervisors and Anyone who deals directly with a business or organisation’s customers.
OBJECTIVES
At the end of the programme, participants in addition, should be able to:
- Uncover customer needs and establish rapport
- Listen to customer complaints and objections
- Acknowledge customer concerns
- Deal with the most difficult customer satisfaction issues
- Handle unreasonable expectations
- Guide customers through the problem resolution process
- Be proactive rather than reactive
- Show empathy and gain trust
- Gain cooperation from unhappy customers
- Work with colleagues and management to increase customer satisfaction
- Provide exceptional customer service to protect and expand organisational
OUTLINE
- Identifying a customers’ needs and values
- Setting standards and meeting customers’ expectations
- Steps to Problem Solving
- Dealing with difficult Customers
- Compassion for the Customer
- Listening and Problem-Solving Skills
- Communication and Telephone Skills
- Handling Tense, Stressful and Multi-Tasking Situations