Ok, since I do not have any replies, I've struggled a wee bit myself, and you've got to tell me if it's ok or not.
INTRODUCTION TO CUSTOMER SERVICE
- Understanding customer behavior
- Who are our customers?
- What do the customers really want?
- What is exceptional customer service?
Three key elements to excellent customer service:
- Smile
- Eager to please
- Encourage initiative
ENHANCING CORPORATE IMAGE WITH EFFECTIVE COMMUNICATION SKILLS
- Effective interaction with customers
- Clear verbal and non-verbal communication
- Effective listening skills in handling criticism and creating effective responses
- Overcoming communication barriers
CUSTOMER SERVICE ETIQUETTES
- Emphasis on telephone/mail/email/front desk
- Professionalism
PRODUCT KNOWLEDGE AND SUGGESTIVE SELLING SKILLS
CONFLICT RESOLUTION
- Situation evaluation and analysis
- Handling and resolving conflicts and customer complaints
- Ability to empathize
- Stress and time management
- Effective team building
- Motivation
- Closure