Providing Outstanding Customer Service

This course offers practical tools and techniques to win clients, create loyal advocates for your business, and deliver excellent customer service.

This course may earn a Credly Badge.

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Õpiväljundid

After completing this course, students will be able to:

  • Define customer service in relation to both internal and external customers
  • Recognize how your attitude affects customer service
  • Identify your customers’ needs
  • Generate repeat business with outstanding customer service
  • Build goodwill through in-person customer service
  • Provide outstanding customer service over the phone
  • Connect with customers through online tools
  • Deal effectively with difficult situations

     

    Koolituse üksikasjad

    Koolituskava

    1 - Customer Service – A Baseline
  • Recognizing Your Customers
  • Understanding Your Role in Customer Service
  • 2 - Developing A Customer Service Mind-Set
  • Leveraging Your First Impression
  • Feeling Positively About Customers
  • Mastering Moods and Emotions
  • 3 - Identifying Customer Needs
  • Understanding the Customer’s Situation
  • Avoiding Assumption and Prejudgment
  • Meeting Basic Needs
  • Seeking to Exceeding Expectations
  • Building Repeat Relationships
  • 4 - Connecting with the Customer
  • Achieving Authenticity through Body Language
  • Responding Effectively to Problems
  • Mastering Online Etiquette
  • Seeking Customer Feedback
  • 5 - Dealing with Difficult Situations
  • Effectively Addressing Complaints
  • De-escalating Anger
  • Establishing Common Ground
  • Remaining Calm, Respectful and Objective
  • 6 - Effectively Addressing Complaints
  • Creating a Memorable Customer Experience
  • Koolituse läbinu saab rahvusvaheliselt tunnustatud New Horizons koolituskeskuse tunnistuse. ------ Tegelik kursuse kava võib olenevalt koolituskeskusest erineda. Lisateabe saamiseks pöörduge oma müügiesindaja poole. ------

    Kellele see on mõeldud?

    Sihtrühm

    Operations managers, account representatives, customer service staff, help desk and technical support, and anyone working directly with customers.

    Providing Outstanding Customer Service

    891 €
    Koolituse kestus : 2 Päeva (1 päev = 8 AK tundi)
     

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