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NEW SERIES - 1

Customer Service

1
Day

For Whom

Any one in Customer Service -
Service Executives, Support Engineers and Service Engineers

At the end of the programme the participant would have learnt

  • Skills, Process & Tools to become customer centric and serve the customer
  • An engaging customer communication methodology
  • How to handle conflicts and complaints with the customer

Customer Service - The fundamentals

  • The importance of serving the customer
  • Good service is profitable!
  • The benchmarks for customer satisfaction

Customer service - The elements

  • What is customer service ?
  • Systems, Skills and Attitudes
  • The components of customer service - Facts and Behavior
  • The moments of truth

Customer Service - Skills and behaviour

  • Questioning
  • Listening
  • Empathy and projection
  • Problem solving
  • Being Assertive

Customer Service - Handling difficult situations

  • Dealing with complaints
  • Dealing with challenging customers
  • Converting difficult situations into customer confidence building

Customer Service - Remaining self motivated

  • The tough role of a service person
  • The value of self motivation
  • How to remain positive