This course is provided by Wintrac.
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Professional Soft
Skills Workshops training
Overview
In a highly competitive marketplace, customer care is the key to a company’s success. This workshop describes effective customer service techniques and provides opportunities for participants to apply and refine them through role plays and exercises.
Prerequisites
This workshop is a component of Professional Skills Workshops. Follow-on workshops include Communication Skills, Negotiating Skills, Interviewing Skills, Confrontation and Conflict Management, and Problem Solving and Decision Making.
Audience
Customer service representatives, help desk personnel, and technical support staff
Maximum number of participants: 12
Course duration
2 Days
Classroom Requirements
Room set up as horseshoe and large enough for team activities, or with break-out rooms for team activities.
Format
- Presentation
- Written Exercises
- Interactive Activities
Objectives
After this course a student should be able to
- Evaluate the importance of effective customer service
- Identify customer expectations and how to manage them
- Recognize typical customer profiles and behaviors
- Describe the importance and impact of taking ownership of customer problems
- Define the professional behaviors needed to manage customer relationships and ensure customer satisfaction
- Use effective communication skills to obtain and impart information
- Apply techniques for handling difficult customer situations
- Recognize organization and time management needs in effective customer care
Course outline
- Introduction
- Customer Care Context
- Defining customer care
- Business implications of customer care
- The importance of customer care
- Customer reactions
- From customer service to customer care
- Types of customer care
- The Customer
- Customer satisfaction
- Types of customers
- Teamworking and networking
- Customer needs and expectations
- Customer satisfaction factors
- Customer interactions and behaviors
- Interacting with customers
- Responding to customers
- The Customer Care Professional
- The role of the customer care professional
- Obtaining and clarifying information
- The role of listening
- Telephone skills
- Managing and recording interactions
- Effective voice mail
- Elements of effective communication
- Information management
- Managing Relationships
- Managing difficult situations
- Negotiating skills: preparation, negotiation, and follow-through
- Handling customer situations
- Handling conflict
- Self-Management
- Organizing and managing yourself
- Handling stress
- Critical Success Factors
- Personal action plan
- Critical success factors
