Hiya! I need some advice on a 6-hour customer service training for my client. What are the relevant topics that I should cover? Is there a particular module on an hourly basis that I can follow?
Thanks,
Sanchita
From India, New Delhi
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18Thanks,
Sanchita
From India, New Delhi
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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
From India, New Delhi
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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
From India, New Delhi
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Hi Sanchita, please check the following link: https://www.citehr.com/280340-custom...k.html#1263260. It is a presentation uploaded by another contributor for CS Training and Team Building. Please do share your feedback with Prawin.
Thanks,
Shashidhar
From India, Hyderabad
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Thanks,
Shashidhar
From India, Hyderabad
Acknowledge(0)Amend(0)CiteHR is an AI-augmented HR knowledge and collaboration platform, enabling HR professionals to solve real-world challenges, validate decisions, and stay ahead through collective intelligence and machine-enhanced guidance. Join Our Platform.
Training for Customer Service & Team Building.ppt
Celebrating Customer Service 2000.zip