Keeping customers happy means better business. Customers’ perception about offered service is the reality of every business in the market space. In this age where information is pervasive, Customers know what “Good” looks like. Unfortunately, “Good” does not create a story anymore, especially in a competitive market; “Excellence” does and comes with a huge reward.
This Customer Service training will entail several invaluable sessions that will show how you can serve customers better and improve yourself in the process. Participants will be provided a strong skill set including in-person and over the phone techniques; the critical role of emotional intelligence; dealing with challenging behaviour; and helping the organization generate return business.
Every organization has its customers. Being in the front line of an organization, serving the people who buy your products or services can be demanding and require certain skills. There is even more demand on client-facing staff because of the uniqueness of the services rendered and the need to run an efficient customer- centric organization.
Learning Outcomes
- Identifying customers’ needs in your specific business scenario.
- Learning to use outstanding customer service to keep customers happy and generate return business.
- Understanding how to manage challenging behaviour.
- Earning and Retaining Customer Loyalty and Satisfaction.
- Knowing the critical role of Emotional Intelligence.
- Recognizing how personal attitudes affect customer service.
- Understanding how to Build Goodwill for your organization through in-person customer service.
- Identifying practicable styles of dealing with Customers’ Objection & Rejection.
Course Module
- Reasons why customers leave
- Types of Customer Service
- Emotional Intelligence & Attitudinal Change in Client Management
- Know Your Clients
- Bill of Rights
- Winning over a customer
- Principle of C.A.N.I
- Generating Return Business
- The Salesman Package
- Communication Plus
Who Should Attend
Executives who are, or will be involved in Relationship Management for their organizations; including Customer Care Executives, Business Development Executives, Relationship Officers, Client Service Executives
Training Delivery Techniques
For learning to be more impactful and effective, we adopt a seamless combination of Lectures, Group Discussions, Case Studies, Individual/Group Exercises, Videos and Role Play. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and this will aid attendees to apply the knowledge gained both at work and personally.
