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Customer Service

Customer Service Mindset




Introduction:

This course will provide each member of your customer service team with a big picture perspective of their potential, along with a highlighted awareness of their responsibility for achieving excellence and the choices and actions that will drive these result

Targeted Groups:

All Managers, Supervisors, and Employees whose duties involve contacting and dealing with internal and external customers.

Course Objectives:

At the end of this course the participants will be able to:

  • Analyze basic behavioral patterns of different customer personality profiles.
  • Practice the skills for dealing with customers and handling their complaints.
  • Understand the concept of service mindset and ways of developing it within their organization.

Targeted Competencies:

  • Customer-oriented
  • Dealing with different personalities and behaviors
  • Customer satisfaction
  • Communication skills
  • Problem-solving

Course Content:

Unit 1: The Principles of Customer Service:

  • Definition
  • Concepts of Customer Service
  • Serving the Internal and External Customer
  • Understanding the Needs of Internal and External Customers

Unit 2: The Principle Foundation for Superior Customer Service

  • Strong Relationship
  • Superior Service
  • Professional Behavior

Unit 3: The Customer Service Mindset:

  • Components of the Mindset
  • Strategies for Building the Mindset among the Staff

Unit 4: Different Customers Personalities:

  • Understanding Their Personalities
  • Tips for Dealing with Difficult Personalities

Unit 5: Attaining Customer Satisfaction:

  • Meeting Their Needs
  • Exceeding Their Expectations
  • Delighting and Surprising Them

Unit 6: Handling Customers Complaints

  • Types and Levels of Customer Complaints
  • Handling Complaints: Process and Behavior

Unit 7: Effective Communication with Customers

  • Active Listening
  • Overcoming Communication Barriers
  • Reading Customer Body Language