Excellence In Customer Service Advanced Online
Course Objectives
By the end of the course, participants will be able to:
- Explain the importance of customer service for any 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
Course Outline
- Customer Service
- Quotations on customer service
- Service definitions and concepts
- Service dimensions
- Quality service requirements
- Internal Customer Service
- Identifying internal and external customers
- The customer profit chain
- Who, of the internal or external customer, is more important
- Managing Customer Expectations
- What to say and what not to say
- Calming upset customers
- Comments you should avoid
- Managing customer expectations
- The ServQual model
- Flying over customer expectations
- The RATER Model
- Professional Behavior with Customers
- The power of behavior
- Principles of effective behavior
- How to behave professionally with the customer
- Assertive, passive and aggressive behavior
- Dealing with Difficult Customers
- Dealing with different personality types
- Service recovery