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
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
Use of case-studies, film clips, role-plays & group sessions with role-plays.
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
Varsha - Marketing Director
LIFEZONE TRAINING U.K.
109, Mahavir Industrial Estate, Mahakali Caves Road
Andheri (E) Mumbai 400 093
Web: Lifezone Training
Ring (022)28301860 / 9820196299
From United Kingdom, Leicester
Promoted: IIM Shillong - PG Certification in Human Resource Management (Explore Course)
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