1) INTRODUCTION TO CUSTOMER SERVICE -
Understanding customer behaviour
Who are our customers?
What do the customers really want?
What is exceptional customer service?
Three key elements to excellent customer service
Eager to please
2) ENHANCING CORPORATE IMAGE WITH EFFECTIVE COMMUNICATION SKILLS
o Effective interaction with customers
o Clear verbal and non verbal communication
o Effective listening skills in handling criticism and creating effective responses
o Overcoming communication barriers
3) CUSTOMER SERVICE ETIQUETTES
Emphasis on telephone/mail/email/front desk
4) PRODUCT KNOWLEDGE AND SUGGESTIVE SELLING SKILLS -
5) CONFLICT RESOLUTION -
Situation evaluation and analysis
Handling and resolving conflicts and customer complaints
o Ability to empathize
o Stress and time management
o Effective team building
10th December 2012 From India, New Delhi
Please check the following link:
It is a presentation uploaded by another contributor for CS Training and Team Building... please do share your feedback with Prawin..
10th December 2012 From India, Hyderabad