A Session on Customer Service

A Session on Customer Service

Customer service is vital in any organisation. However, its key position is often overlooked. It is the best marketing strategy a company can possess Sharpen your customer service skill sand build confidence in your ability to handle customers. This workshop is designed to help solve customer problems and build goodwill.

Objectives:

 Ø  Participants will learn the most effective strategies for the following:

 Ø  Staying calm and confident when pressure is on

 Ø  Dealing with angry or upset internal and external customers

 Ø  Focusing on fixing the problem – not placing the blame

 Ø  Making empathic responses to customer concerns

 Ø  Make the customer experiences a memorable one.

Ø  Understand the service value chain

Target audience:

 v  Customer service representatives,

v  Front desk personnel

v  Support personnel,

v  Credit and billing personnel

 v  Small business owners

 v  Managers who want customer service training in order to reinforce their skills and train their staff.

Course Content:-

 ü  Why the need for superior service delivery?

ü  Customer Service Standards and Goals

ü  The Art of Customer Relations

 ü  Give the customers a “Treat”

 ü  Using the Guest formula

ü  The service value delivery chain

 ü Understanding Customer Needs

ü  Identifying types of customers and anticipating their reactions

 ü  Developing effective strategies to keep problems from escalating

 ü  Making your organization the customers first choice by superior customer delivery

Course Fee :  Rs.750+ Service tax

Fee includes course material, refreshments and certificate of participation.