Program Objectives:
By the end of the program, participants will be able to:
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Analyze basic behavioral patterns of different customer personality profiles.
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Practice the skills for dealing with customers and handling their complaints.
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Understand the concept of service mindset and ways of developing it within their organization.
This Program is designed for:
All managers, supervisors and employees whose duties involve contacting and dealing with internal and external customers. This program is worth 15 NASBA CPEs.
Program Outline:
The Principles of Customer Service
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Definition and Concepts of Customer Service
Serving the Internal and External Customer
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Understanding the Needs of Internal and External Customers
The Principle Foundation for Superior Customer Service
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Strong Relationship
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Superior Service
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Professional Behavior
The Customer Service Mindset
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Components of the Mindset
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Strategies for Building the Mindset among the Staff
A Profile of Different Customers Personalities
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Understanding Their Personalities
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Tips for Dealing with Difficult Personalities
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Attaining Customer Satisfaction
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Meeting Their Needs
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Exceeding Their Expectations
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Delighting and Surprising Them
Handling Customers Complaints
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Types and Levels of Customer Complaints
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Handling Complaints: Process and Behavior
Effective Communication with Customers
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Active Listening
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Overcoming Communication Barriers
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Reading Customer Body Language
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