This fast-moving, highly interactive Customer Service Excellence training course draws upon the very latest thinking, tools, and research into customer behaviors and the psychology of buying to enable attendees to fully understand what is required to ensure their customers, whether they be external ‘paying’ customers, or internal ‘colleague’ customers, get the very best experience possible. Application of the tools and techniques demonstrated in this training course will enable attendees to provide dramatic increases in Customer service, leading to customer retention and increased revenues. It will also show how organizations can fully harness the power of Social Media to augment their brands and create meaningful dialogues with Customers.
Day 1
Definitions and concepts
Internal customer service
Day 2
Managing customer expectations
Day 3
Effective communication skills for handling customers
Day 4
Professional behavior with customers
Day 5
Dealing with difficult customers