(Customer Service Excellence (1))

In this course we cover all the most important elements of service any person involved in direct interactions with customers should know and apply. From the necessary behavioral and communication skills to the right attitude, and including specific methods to analyze and improve the service provided, we cover it all in a straight forward and effective manner to help participants ensure customer satisfaction and delight in the most challenging situations.

  • Type

    Face to Face

  • Date

    06,10 and 18 February 2025

  • Price

    Rs 35,000

Content
Module 1: Introduction to Customer Service
  • Who we are and What we do
  • Who are customers (internal/external)
  • What is customer service? 
  • Who are customer service providers?
Module 2: Working on your behaviour
  • Establishing your Attitude Appearance counts! (even if not in person)
  • The power of the smile
  • Staying energised & positive 
Module 4: Improve Phase
  • Generating Return Business
  • Addressing complaints
  • Turning difficult customers around
Module 4: Cell and Range Names
  • Define and apply cell and range names
  • Use names in formulas
  • Managing names
Module 5: Know how to read the customer’s behaviour and language
  • In-Person Customer Service
  • Dealing with at-your-desk requests
  • The advantages and disadvantages of in-person communication
  • Using body language to your advantage 
Module 6: Deal with customers on the phone
  • Giving Customer Service over the Phone
  • The advantages and disadvantages of telephone communication
  • Telephone etiquette
  • Tips and tricks 

 

Module 7: Deal with difficult situations
  • Recovering Difficult Customers
  • De-Escalating anger
  • Establishing common ground
  • Managing your own emotions 
Module 8: Deal with vulgarity and aggressive behaviour
  • Understanding when to Escalate
  • Dealing with vulgarity
  • Coping with insults 
  • Dealing with legal and physical threats 
Register Here.
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