Program Objectives:

By the end of the program, participants will be able to:

• Understand the importance of a customer service culture in a competitive environment.
• Practice the techniques of managing customer expectations and delighting customers.
• Define the process of managing a customer complaint system.
• Agree and practice strategies for service recovery aimed at regaining customer loyalty.
• Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.

 

This Program is designed for:

Managers/Supervisors and customer service staff. This program is worth 25 NASBA CPEs.

Program Outline:

Customer Service Definitions and Concepts The Role of the Customer Service Executive The Principles of Customer Service Principle Foundation of Superior Customer Service Strong Relationship Superior Service Professional Behavior A Profile of Different Customer Personalities Ways of Dealing with Them Managing a Customer Complaint System Types of Customer Complaints Handling Complaints: Process and Behavior Complaint Management Standards Elements of a Complaint Management System Attaining Customer Satisfaction through Quality Measures Components of Quality Service Elements of the RATER Model

Managing Customer Expectations Strategies and Actions to Delight Your Customers Strategies for Service Recovery from a Major Crisis Analyzing the Reasons for the Crisis Taking Action to Raise the Level of Customer Loyalty by Dealing with the Crisis Developing a Customer Service Culture within Your Organization The Mindset and the Toolset Polishing Your Perception Points Keeping Track of Service Effective Communication with Customers Active Listening Overcoming Barriers to Effective Communication with Customers Reading the Body Language of Customers