About the Course
Delivering excellent customer service necessitates having well-trained and motivated professionals who are passionate about offering high-quality service. This provides an organization with a competitive edge in the market and encourages customer loyalty.
This course is designed for individuals who wish to improve their skills in customer service, communication, conflict resolution, and negotiation.
Day One
Fundamentals of World-Class Customer Service Management
The benefits of providing world-class customer service
Identifying internal and external customer expectations
How to use customer service to increase sales and customer satisfaction
The WOW Factor: Going the Extra Mile to exceed customer expectations
Day Two
Effective Communication and People Skills Development
What Is Effective Communication? Skills for Work, School, and Life
Important Communication Skills and How to Improve Them
Managing the four customer personality types
Keys to effective telephone and voice mail communication
Day Three
Leading the Way to Customer Service Excellence
The benefits of teamwork and mutual cooperation
Team building and leadership exercise
The most admired leadership traits
Motivating employees to improve performance
Day Four
Measuring and Monitoring Customer Service Satisfaction
How to Measure Customer Satisfaction: Ways & Best Practices
The art of giving and receiving constructive feedback
Negotiating win-win outcomes
Managing emotions during stressful situations
Service recovery strategies for working with difficult customers
Day Five:
Action Planning for Improving Customer Service Management
What is your Action Plan?
Your attitude makes a difference
Stress management tips for maintaining peak performance
Time management strategies to maximize daily productivity
Setting SMART goals for continuous customer service improvement
Your Instructor
Katheryn Tsaro
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