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Excellence In Customer Service Advanced Online Training Course

Excellence In Customer Service Advanced Online

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
Please select which course you would like to join

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