CUSTOMER SERVICE

DESCRIPTION

Introduction to principles and techniques for delivering outstanding customer service. Covers the attributes of customer service-oriented businesses and development of appropriate customer service skills.

OUTCOME

Trainees will be able to:

1. Describe the importance of customer service for external and internal customers and the attributes necessary for delivering excellent customer service.

2. Analyze customer needs and how to effectively achieve customer satisfaction through face-to-face contacts, telephone, and through electronic technology. 

3. Demonstrate excellent customer service techniques including dealing with difficult customers.

4. Develop effective communication skills in customer service including active listening.

Objectives:

Upon completion, trainees will be able to:

1.  Emphasize the importance of customer service in a customer oriented business or organization.

2.  Analyze the attributes necessary to provide excellent customer service.

3.  Assess customer needs and effectively utilize good customer service skills to achieve customer satisfaction.

4.  Apply effective communication skills in a customer service setting.

5.  Recognize and describe how to deal with difficult customers.

6.  Evaluate the effectiveness of various customer service techniques.

COURSE OUTLINE

I.  Definition of Customer Service

II. Excellent Customer Service

   A.  Attitudes and servitude

   B.  First impressions

   C.  Techniques for exceeding customer's expectations

   D.  Professional image

III.  Relationship Building

   A.  Establishing rapport

   B.  Identifying customer needs (external)

   C.  Identifying coworker needs (internal)

   D.  Valuing customers

   E.  Retention building

        1.  Ongoing relationships

        2.  Attributes of a good customer service provider

IV.  Ethics

V.  Different types of customers

   A.  International customers

   B.  Generational differences

VI  Customer Communication Skills

   A.  Face-to-face

   B.  Telephone skills

   C.  Written communication

         1. Email

         2. Social Media

   D.  Proper language

   E.  Non-verbal communication-especially for international/cross-cultural

VII. Active Listening Skills

   A.   Anticipating a customer's needs  

    B.   Using listening skills to exceed expectations

VIII.  Dissatisfied Customers

   A.  Handling complaints

   B.  Fixing the problem

   C.  Recovery

   D.  Restore 

INSTRUCTOR

SOLID CORPORATION TRAINER TEAM

FACILITIES

Facilities of course :

ü  Certificate,

ü  Hand Out,

ü  Quality Training Kit ,

ü  Quality Training Material (Hardcopy And Softcopy)

ü  Convenient Training Facilities At Stars Hotel, Lunch & 2 X Coffee Breaks,

ü  Souvenir.