Customer Service Excellence

Course Overview

Customer Service Excellence provides organizations a competitive edge over others and helps them to compete successfully. Current business environment is customer-oriented; therefore, skilled people are highly needed in organizations to successfully handle customers. Effective dealing with customers has an enduring impact on individual performance, team effectiveness and organizational success. This designed training course ‘Customer Service Excellence’ will equip the participants with skills required to meet the customers’ expectations, build customer relationships, gain respect and attain a competitive advantage.

Course Objectives

By the end of the course participants will be able to

  • Learn to manage fast and effective delivery system in order to enhance customer satisfaction
  • Learn to generate revenue and business through Customer Service Excellence
  • Know customer expectations in an effective manner
  • Learn to promote credibility and repute of the organization among the customers
  • Learn how to effectively deal with difficult customers
  • Know the tools to appropriately solve the customers’ problems and assist them in finding accurate solution

Course Contents

  • Customer Service Excellence and associate benefits
  • Impact of Customer Service Excellence on financial returns and success
  • Assessment of Customers’ satisfaction based on perceptions
  • Assessment of the customers’top two expectations in order to minimize the stress and associated cost
  • Adjustment according to personality styles of the customers
  • Dealing with difficult customers
  • Meeting  specific needs and demands of the customers

Course Methodology

The training is going to be highly interactive combination of lectures, group discussions, questionnaires, individual reflections, role plays, simulations and videos.

Target Audience

  • Customer service representatives
  • Support staff responsible for handling the customer complaints and demands
  • Managers and business owners seeking to learn about customer service excellence in order to equip their staffs with effective methods of customer dealing

Duration

2 Days (08:30–14:30) with appropriate breaks for tea/refreshments and lunch.

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