Through
this program, participants will gain an understanding of the concept of
customer service and what is meant by potential customers. They will also learn
how to delight and satisfy customers and earn their trust through acquiring
good behaviors in dealing with them. Additionally, they will become familiar
with different types of customers and electronic customer interaction methods.
By the end of
this course, participants will be able to:
•
Understand and recognize the key features
of customer service management.
•
Target potential customers.
•
Develop persuasion skills and the ability
to rectify mistakes.
•
Build strong relationships with customers.
•
Handle different types of customers with
professionalism and composure.
•
Control their nerves and emotions.
•
Handle customers professionally over the
phone.
•
Use email for effective communication with
customers.
•
Be informed about the latest Information
Technology developments in customer service management.
•
Integrate information and perform
benchmarking.
•
Evaluate and analyze the customer
experience.
•
Enhance the organization's reputation.
- What is customer service?
- Who are potential customers?
- When and where can customer service be provided?
- What does customer service mean to you?
- Developing effective communication skills.
- Non-verbal communication skills.
- Verbal communication skills.
- Presenting a professional appearance.
- Knowing your customer.
- Customers with different tendencies (rational, analytical, amiable, aggressive).
- Determining the level of service.
- Calming irritated customers.
- Avoiding customer irritation.
- Five basic steps to calm customers.
- Calming yourself.
- Phone customer service.
- Active listening.
- Placing the caller on hold.
- Transferring calls to voicemail.
- Call termination.
- Email.
- Online chat.
- Chat guidelines.
- Prepared responses.
- Additional customer service channels.
- Time management strategies.
- Time control.
- Task analysis.
- Prioritizing tasks.
- Causes of time wastage.
- Managing psychological stress.
- What causes psychological stress?
- Symptoms of psychological stress.
- What can be done to control or even eliminate psychological stress?