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