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