Customer Service

Customer Service
Starts from:Sun, May 21, 2017
Campus Location

جزيرة الريم، برج أداكس,Abu Dhabi,Al Reem Island,United Arab Emirates

Course Feature
Course Description

 

Customer Service

 

Course Description:

Learn to build strategic relationships both in the organization and with your external customer.

This intensive three-day session will help you develop the skills you need to deliver a high level of customer service. You’ll learn how to use communication skills to improve customer relationships – including how to turn dissatisfied customers into loyal customers. You will focus on how to handle difficult people in servicing the customer. Plus, you’ll discover proven tips on how to minimize stress and keep yourself in a positive frame of mind while on the job.

 

The program focuses on 5 Techniques of Successful Customer Service:

  1. Know you customer and their needs
  2. Invite customers perception of your service delivery to match or exceed their expectation
  3. Maintain a positive and future focused attitude and approach with customers
  4. Leverage your strengths to increase loyalty and create long term relationships
  1. Handle difficult and out of control customers for win-win outcomes

 

How you will benefit:

  • Practice strategic relationship building to build effectiveness, loyalty, team effectiveness and greater satisfaction on the job
  • Learn to deal with difficult people both inside and outside the organization
  • Proven strategies for handling difficult people
  • Identify keys to managing stress in the moment and proactively
  • Steps in service recovery – resolving today’s issue and increasing loyalty
  • Understand how attitude affects outcome in moment by moment interactions with customers

 

 

What you will learn:

  • Your own style of interacting with other people
  • Handling difficult customer interactions successfully
  • Managing stress in the moment and proactively
  • Handling out of control customers
  • Asking questions to discover the real customer issues
  • Improving communications quality – in person, on the phone, using voicemail or email
  • Six key steps to rebounding and recovering from customer complaints

Key topics include:

Understanding Customer Service

  • Changing roles and responsibilities of customer facing roles
  • Customer service is more than being “nice”
  • Understanding who the customer is and what the customer wants

Costs of Satisfied vs. Dissatisfied Customers

  • Percentage of dissatisfied customers who complain….and what about the rest?
  • Dangers associated with the unhappy customer

Knowing your customer, your team members and yourself

  • Through a self descriptive diagnostic identify your own interaction style
  • Identify the interaction styles of your customers and team members

Handling difficult customers

  • Identify 4 styles of interaction and the most challenging parts of each
  • Learn key techniques to maximizing interactions with each style
  • Taming the angry, hostile customer
  • Inviting the quiet customer to communicate with you

 

  • Creating a positive outcome with the emotional customer
  • Identify the most difficult style for you to handle, and key ways to improve those interactions
  • Last resort options to handle the out of control customer

 

The customer interaction

  • How every customer interaction affect the company’s scorecard
  • What can be done to keep the dissatisfied customer
  • Creating positive moments of truth
  • Taking ownership of your customers problem

 

Needs, expectations and perception

  • Explore how customers pre-conceived expectations about your product and service delivery affect your scorecard
  • How to improve customers perception of the product and service delivered
  • How customer needs differ from their expectation and perception
  • How the customer service person’s perception affects the interaction

 

Action Steps to creating excellence in interactions

 

  • Making a solid impression both in person and on the phone
  • Being prepared for customer interactions
  • Choosing the right approach for each customer
  • Making the customer feel important – taking ownership of the customer interaction

 

 

 

 

 

Day Three

Communication

  • Using voice and speech to convey an attitude of customer service excellence
  • Projecting a professional telephone image
  • Key tips for effective use of the telephone and voice mail
  • Creating closure to your phone interactions
  • Using email effectively
  • Using body language to support and convey your intent to solve your customers problems and provide excellence in customer service

Stress

  • Managing stress in the moment while dealing with customers to shift potential lose-lose interactions to win-win
  • Key tips on decreasing stress in your workplace
  • Understanding how the service providers’ stress impacts the customer in the moment and in their overall buying decision

 

Who Should Attend:

Anyone who is a touch point to the customer – directly or indirectly, who wants to improve their working relationship both with external and internal customers. [Customer Service, Finance, Technical Support, Documentation, Credit and Collections, Human Resources, Information Technology, Help Desk, Administrative, Sales Support]