الخطوط العريضة

The Customer Service Excellence course covers the following topics:

 

THE BENEFITS OF EXCELLENT SERVICE

• Focus on Customer Service Success
  • Understand How Customer Service Creates Revenue, Healthy Organizations, and Attractive Employee Benefits
  • Appreciate How Delivering Excellent Customer Service Reduces Personal Stress at Work

PROFESSIONALISM UNDER PRESSURE

• Understand How Emotions Are Created
  • Develop Mental Strategies for Remaining Optimistic and Calm Under Pressure
  • Use Body Language to Control Emotional State
  • Honor Negative Emotions Positively
  • Change Emotional State in Three Minutes to Avoid Negative Emotional Carryover

 

INTERNAL CUSTOMER SERVICE

• Identify Internal and External Customers
• Appreciate That Internal Service Is Just as Important as External Service
• Understand the Two Levels of Customer Service
• Have Influence over Issues That Cannot Easily be Controlled

 

MANAGING CUSTOMER EXPECTATIONS

• Appreciate That Customer Satisfaction Is Based on Perceptions
  • Identify Customers' Top Two Expectations
  • Recognize That it Saves Time and Reduces Stress by Focusing on the Top Two Expectations of Customers
  • Preparation to Handle Customers by Knowing How and Where They Get Their Expectations

MANAGING CUSTOMER EXPECTATIONS BY PERSONALITY STYLE

• Understand Yourself and Your Own Personality Style
  • Understand and Identify the Personality Styles of Others
  • Avoid Taking Things Personally
  • Expand Your Communication Skills to Get Along Easily with More Customers

PERSONALIZED LISTENING SKILLS

• Build on Personal Listening Strengths
  • Reduce Personal Listening Liabilities
  • Identify Customer's and Personal Listening Styles
  • Create Rapport with Customers More Easily to Have More Influence

VOCABULARY, TELEPHONE, AND E-MAIL

• Appreciate the Power of Words
• Avoid Creating Negative Impressions with Words
• Use Persuasive Language Patterns
• Stand Out on the Telephone
• Write E-mail Quickly That Customers Will Read and Understand

DEALING WITH DIFFICULT CUSTOMERS

• Recognize and Respond Effectively to Specific Customer Behaviors
  • Understand the Physiology of Anger
  • Listen to an Angry Customer So That They Calm Down
  • Turn an Angry Customer into a Happy Repeat Customer Using a Recovery System
  • Remain Calm During Interactions with Angry Customers by Applying Emotional Management Tools

 

 

من ينبغى أن يحضر

-  Customer Service professionals

 -  Sales representatives

 - Tele-sales 

 

المدة

5 أيام