Description
In today's competitive environment, customer service is often the key that sets a successful company apart from others. This program ensures that your customer interactions will result in satisfied, happy customers by providing skills to manage all types of customer calls and situations.
Audience
Customer Service Professionals
Prerequisites
None.
Duration
Half Day
Course outline
1. Customer service over the phone
- Developing a service centered attitude
- Build rapport
- Components of customer service
- Identify your role
- Role practice
- Use proper etiquette
- Listen skillfully
- Role plays
2. Handling angry customers
- Handling angry customers
- Saying “No” in a positive way
- Overcoming mistakes
- Strategies for staying motivated
3. Coaching for accountability and results
- 9 keys to effective leadership
- Service ace rubric
- How to give feedback that improves performance
|
