CUSTOMER SERVICE SKILLS : How to Win and Keep Customers

Rationale. If customer service and satisfaction is an integral part of your business, regardless of its size, this customer services skills seminar is essential for you and your frontline staff. In today's customer-oriented business environment, "people skills" are critical for personal and organizational success. This seminar gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.

Objectives. At the end of the 16-hour course, the participants will be able to:  
   - discover techniques on how increase your credibility with customers;
   - deliver better and faster service;
   - manage stressful situations more effectively; and
   - practice skills to enhance customer service.

Who should attend. This course is especially designed for employees or representatives of companies who interface with external and internal customers.

Methodology. A blend of lecture-discussion, role playing, workshops, actual conduct of FGD, and action planning will be used.

Outline
Service Excellence and Its Benefits
  - What is Service Excellence
  - Benefits of Service Excellence
  - The Service Success Loop

Managing Customer Expectations
  - The Lens of the Customer
  - Identifying Customer Needs
  - Understanding Customer Behavior
  - The Cycle of Service

Achieving Customer Satisfaction
  - Dealing With Difficult Customers
  - Responding to Specific Customer Behaviors
  - Professionalism Under Pressure
  - Skills You Need to Be Effective

Creating a Service Excellence Environment

Duration: 16 hours