Course Overview
Satisfied customers are paramount to business success. Understanding and meeting customer needs is an essential skill for staff across all customer facing roles. The impact of poor customer relations can be felt directly on the bottom line. This course will develop the essential people skills that are at the heart of quality customer care.
Candidates will learn what customer service means in relation to internal & external customers, recognize how one’s attitude affects service standards, master ways to develop & maintain a positive, customer focused, attitude, develop needs analysis techniques to better address customer needs, apply outstanding customer service techniques to generate return business, practice techniques for developing good will through in-person customer service, formulate take away techniques for service excellence over the phone, gain insight to connecting with customers online, master techniques for dealing with difficult customers, acquire tools for recovering difficult customers and understand when to escalate.
Course Objective
After attending this online course participants will understand:
- Why customer service matters
- How to delight customers
- How to communicate effectively with public and business prospects
- How to empower customer service in the organization
- How to measure great customer service
- How to handle difficult customers
Who Should Attend?
- Executives
- Senior Executives
- Managers
Pre-requisite
None
