Program Objectives:
By the end of the program, participants will be able to:
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Understand the importance of a customer service culture in a competitive environment.
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Practice the techniques of managing customer expectations and delighting customers.
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Define the process of managing a customer complaint system.
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Agree and practice strategies for service recovery aimed at regaining customer loyalty.
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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
The Role of the Customer Service Executive
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The Principles of Customer Service
Principle Foundation of Superior Customer Service
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Strong Relationship
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Superior Service
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Professional Behavior
A Profile of Different Customer Personalities
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Ways of Dealing with Them
Managing a Customer Complaint System
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Types of Customer Complaints
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Handling Complaints: Process and Behavior
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Complaint Management Standards
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Elements of a Complaint Management System
Attaining Customer Satisfaction through Quality Measures
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Components of Quality Service
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Elements of the RATER Model
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Managing Customer Expectations
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Strategies and Actions to Delight Your Customers
Strategies for Service Recovery from a Major Crisis
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Analyzing the Reasons for the Crisis
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Taking Action to Raise the Level of Customer Loyalty by Dealing with the Crisis
Developing a Customer Service Culture within Your Organization
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The Mindset and the Toolset
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Polishing Your Perception Points
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Keeping Track of Service
Effective Communication with Customers
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Active Listening
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Overcoming Barriers to Effective Communication with Customers
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Reading the Body Language of Customers
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