Learning Objectives
- Examine how customer service excellence can lead to long & profitable customer relationships.
- Identify the elements that create a memorable and excellent service.
- Demonstrate an “Excellence Driven” service approach.
- Develop Empathy and listening skills to learn and understand your customers’ needs.
- Formulate take away techniques for service excellence.
- Master ways to develop & maintain a positive, customer focused, attitude.
- Apply EI techniques in Customer Service.
Modules
- The customers perception of service
- Customer-Centric Vs Customer-Oriented
- Managing customers expectations
- Effective Communication
- Establishing Rapport
- Active Listening
- Self Confidence
- Accountability & Proactiveness
- Persuading Others
- Empathetic Outlook
- Emotional Control
- Defining social styles and its characteristics
- Analytical
- Driving
- Amiable
- Expressive
- How to deal with each kind of customers
- Why people complain?
- Handling Complaints
- Complaint handling technique – H.E.A.T
- C.A.L.M Technique
- Differences between customer experience and customer service
- What is a good customer experience (CX)?
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