Objectives: 

By the end of this training program, each participant will be able to: 

• To develop essential customer service skills to meet and exceed customers’ expectations
• To acquire customer service mindset to deal with internal & external customers
•  To project world-class, professional image of the company
• To analyze different behavioral patterns of personalities and how to deal with them
• To handle complaints and defuse the conflict
• To produce an action plan to develop their own customer service effectiveness 

Who should attend? 

This program is designed to all customer-related employees like call centre agents, help desk operators, customer support staff and everybody who needs to impress the customers on phone.       

Course Outline:

Overview of Customer Care: 

• Who is a customer?
• What does customer care means in today competitive world?
• Effective communication skills on phone
• Overcoming communicationþ barriers
• First & last impression
• Customer is a loyalty!

Essential skills: 

• Effective customer service mindset
• Active listening Skills ( reading between the lines)
• Effective Questioning techniques
• Assertiveness behavior
• Developing energetic, positive tone of voice

Key telephone skills: 

• Telephone courtesy
• Using positive language
• Taking & giving information / messages
• Closing the call
• The importance of follow up 

Customer’s behavior: 

• Understanding customer’s viewpoint
• Managing customers expectations
• Different kinds of customers
• Personalizing services
• Sweep customers off their shoes!

Defusing Conflicts: 

• The nature of complaints and its impact on business
• Dealing with emotions
• Overcoming customer resistance
• Finding common ground
• The steps to resolve problems
• Follow up, follow up, follow up !

Customer Care Strategies: 

• Mastering your business
• Customer follow-up
• Continuous improvement 

WORKSHOP STYLE: 

A mixture of short presentations, interactive discussion, individual exercises and group work. The emphasis throughout is on a practical approach using case material and examples.