Two day workshop. Highly interactive, with discussion, lecture, self-assessments, learning activities and role plays. Recommended for any employee who has customer contact: Customer Service Representatives, inside sales reps, receptionists, technical help desk agents.
KEY TOPICS:
- Benefits of excellent customer service.
- Financial rationale of excellent customer service.
- Clarify individual's role in customer interactions.
- Activate powerful internal customer service.
- Assess individual Customer Quotient.
- Understand the importance of attitude.
- Establish a powerful first impression.
- Gaining customer trust and rapport.
- Telephone etiquette.
- Listening skills.
- Learn to apply the principles of emotional intelligence.
- Dealing successfully with difficult customers.
- Handling emotions on the job.
- Defusing angry and abusive customers.
- Resolving complaints.
- Creating customer loyalty.
- Ensure repeat business.
BENEFITS:
- Identify ways to improve customer service.
- Win customer loyalty.
- Reduce stress and anxiety level.
- Deal positively with angry customers.
- Reduce miscommunication.
- Handle conflict professionally.
- Turn complaints into increased business.
- Identify internal problems which cost customer loyalty.
