Customer Service
Course description :
Customer Service Training
Critical Elements of Customer Service
Have you ever encountered an unpleasant customer and not known what to do? Do you worry that you’re not assertive enough with demanding people? Do you struggle to solve problems? Do you know who your customers are? Do you have individual and organizational goals to strive for? This two day workshop will help you in all of these areas, and more!
How You Will Benefit:
Recognize that service delivery is an individual response value.
Understand how your own behavior impacts the behavior of others.
Develop more confidence and skill as a problem-solver.
Communicate more assertively and effectively.
Learn some ways to make customer service a team approach.
What You Will Cover:
Who Are Your Customers?
Understanding and Meeting Expectations Your Self-Image
Meeting Expectations
Setting Standards
SMART Goals
Telephone Techniques
Communication Skills
The Talkative Caller
Dealing With Difficult People
Steps To Problem-Solving
Resolving Conflict
Service PRIDE
Acting Assertively
Managing Stress
