Customer Service - Inside Out
One Day Workshop on
7th May -- Mumbai
13th May -- Pune
19th May -- Mumbai
20th May – Delhi
26th May -- Bangalore
27th May – Chennai
28th May -- Hyderabad

Objectives:

• To enable professionals to understand the role of a competent customer service representative.
• An Inside-Out approach towards customer service.
• Development of Inner self to Influence Customer Service.
• Techniques to Analyse the inner-self vs. customer handling
• How do Customers want to see “Right people” giving the best service.
• Developing a habit of listening as well as listening with empathy.
• To Analyse the Customer Demands and their behaviour patterns
• Importance of Etiquette and non-verbal communication

Methodology:
Use of case-studies, film clips, role-plays & group sessions with role-plays.

Programme Outline:

Introduction:
• Course and Delegate Introductions
• Changing Customer Needs and Markets
• Importance of Attaining Competitive Edge
• Critical Factors for Excellent Customer Service

Customer Service Skills:
• Checking if Customer Expectations are met
• Understanding Consumer behaviour nowadays
• Impact on Brand image
• Evaluating Present methods of Customer Satisfaction
• How to ensure service standards are adhered

Personal Agenda vs. Customer:
• Importance of Personal effectiveness
• Analysis of Personnel involved
• Checking Right Attitude and Performance
• Do Customer Service Staff handle it right?
• Which individuals require further training
• How to develop Customerisation?
• Listening and Listening with empathy
• Impact of Etiquette and Telephone answering
• How can individuals make a Difference
Dealing with Problems:
• Handling Angry Customers?
• How to keep calm under pressure
• Learning why customers are getting angry
• How to say the Right things at the time?
• Keeping Management informed of on-going issues
• Becoming Proactive to solve future Complaints
Creating the Change:
• Obtaining Customer Views regards Service
• Developing Customer-Centric Culture
• Clear and regular Communication Between Managers and Teams
• Involving Manager to become active to Understanding and solving complaints
• Outlining rules and processes to Educate the customers

Personal Action Plan
Closedown

Contact:
Varsha - Marketing Director

LIFEZONE TRAINING U.K.
India Office:
109, Mahavir Industrial Estate, Mahakali Caves Road
Andheri (E) Mumbai 400 093
Email:
Web: Lifezone Training
Ring (022)28301860 / 9820196299

From United Kingdom, Leicester

Attached Files (Download Requires Membership)
File Type: doc Customer Service.doc (33.5 KB, 1012 views)


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