PROGRAM'S BACKGROUND

The program will equip the participants with effective customer handling techniques and Best Practices. This course facilitates participants’ systematic measurement of required skills and mindset so that proper development plans can be established accordingly. Stimulating exercises are provided throughout the session, allowing participants to sharpen their problem solving techniques and to improve their Customer Service skills and mindset. This course is designed to accommodate a broad range of customer service and fulfillment environments.

PROGRAM'S OBJECTIVES

This Program’s Attendees Will Be More 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.

PROGRAM'S ATTENDEES

›       Customer Service Managers

›       Call Center Managers

›       Supervisors

›       Team Leaders

›       Customer Service Representatives

›       Lead Reps and Specialists

›       Sales Managers

›       Sales Professionals

›       Business Owners

›       General Managers

›       Anyone in your organization who needs to know how to turn customer satisfaction into bottom-line results

›       Anyone who has regular customer contact and is responsible for taking care of customers’ orders, requests or problems

›       Customer service providers who want to improve their skills in order to satisfy customers and maximize their long-term value

PROGRAM'S 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

THE VALUE AND FUNCTION CUSTOMER SERVICE

›       The changing role of the Customer Service Professional

›       The Value of a Customer Contact and Effective Contact Management

CUSTOMER SERVICE BEST PRACTICES

›       How to do more with saying less

›       How to manage customer expectation

›       How to impress the customer with proactive service

COMMUNICATION SKILLS

›       Skills and Characteristics of Communication

›       Vocal Elements

›       Active Listening Skills

›       Questioning Techniques

›       Written responses to Email and Fax Communication

CUSTOMER SERVICE SKILLS

›       Understand the importance of customer retention and link to profitability

›       Service Level Agreement

›       Exceeding Customer Expectations

›       Business Severity and Priority Levels

›       Customer psychology

MANAGING COMPLAINTS AND DIFFICULT CUSTOMERS

›       How to say "NO"

›       Impact of Complaints

›       Positive Attitude to Complaint

›       Strategies to Handle Difficult Customers

›       Steps for Effective Complaint Handling

›       Dos and Don’ts of Complaint Handling

PRO-ACTIVE CHECKLIST

›       Know Your Customer and Their Needs

›       Going the Extra Mile

›       Consultative Service

KNOWLEDGE MANAGEMENT

›       Best Practices for Capturing and Storing Knowledge

›       Common Challenges of Documenting Knowledge

›       Extracting Value from Existing Knowledge

ADDITIONAL DETAILS