ok, since I do not have any replies. Ive struggled a wee bit myself and you've got to tell me if its ok or not
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 –
Smile
Eager to please
Encourage initiative
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
Professionalism
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
Motivation
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