1Customer Service - Inside Out
One Day Workshop on
7th May -- Mumbai
13th May -- Pune
19th May -- Mumbai
20th May Delhi
26th May -- Bangalore
27th May Chennai
28th May -- Hyderabad
One Day Workshop on
7th May -- Mumbai
13th May -- Pune
19th May -- Mumbai
20th May Delhi
26th May -- Bangalore
27th May Chennai
28th May -- Hyderabad
Objectives:
To enable professionals to understand the role of a competent customer service representative.
An Inside-Out approach towards customer service.
Development of Inner self to Influence Customer Service.
Techniques to Analyse the inner-self vs. customer handling
How do Customers want to see Right people giving the best service.
Developing a habit of listening as well as listening with empathy.
To Analyse the Customer Demands and their behaviour patterns
Importance of Etiquette and non-verbal communication
An Inside-Out approach towards customer service.
Development of Inner self to Influence Customer Service.
Techniques to Analyse the inner-self vs. customer handling
How do Customers want to see Right people giving the best service.
Developing a habit of listening as well as listening with empathy.
To Analyse the Customer Demands and their behaviour patterns
Importance of Etiquette and non-verbal communication
Methodology:
Use of case-studies, film clips, role-plays & group sessions with role-plays.
Use of case-studies, film clips, role-plays & group sessions with role-plays.
Programme Outline:
Introduction:
Course and Delegate Introductions
Changing Customer Needs and Markets
Importance of Attaining Competitive Edge
Critical Factors for Excellent Customer Service
Course and Delegate Introductions
Changing Customer Needs and Markets
Importance of Attaining Competitive Edge
Critical Factors for Excellent Customer Service
Customer Service Skills:
Checking if Customer Expectations are met
Understanding Consumer behaviour nowadays
Impact on Brand image
Evaluating Present methods of Customer Satisfaction
How to ensure service standards are adhered
Checking if Customer Expectations are met
Understanding Consumer behaviour nowadays
Impact on Brand image
Evaluating Present methods of Customer Satisfaction
How to ensure service standards are adhered
Personal Agenda vs. Customer:
Importance of Personal effectiveness
Analysis of Personnel involved
Checking Right Attitude and Performance
Do Customer Service Staff handle it right?
Which individuals require further training
How to develop Customerisation?
Listening and Listening with empathy
Impact of Etiquette and Telephone answering
How can individuals make a Difference
Dealing with Problems: Importance of Personal effectiveness
Analysis of Personnel involved
Checking Right Attitude and Performance
Do Customer Service Staff handle it right?
Which individuals require further training
How to develop Customerisation?
Listening and Listening with empathy
Impact of Etiquette and Telephone answering
How can individuals make a Difference
Handling Angry Customers?
How to keep calm under pressure
Learning why customers are getting angry
How to say the Right things at the time?
Keeping Management informed of on-going issues
Becoming Proactive to solve future Complaints
Creating the Change:
Obtaining Customer Views regards Service
Developing Customer-Centric Culture
Clear and regular Communication Between Managers and Teams
Involving Manager to become active to Understanding and solving complaints
Outlining rules and processes to Educate the customers
Personal Action Plan
Closedown
Contact:
Varsha - Marketing Director
LIFEZONE TRAINING U.K.
India Office:
109, Mahavir Industrial Estate, Mahakali Caves Road
Andheri (E) Mumbai 400 093
Email: [IMG]https://www.citehr.com/emage.php?text=464b483754515037406159572b6251452b4 b503658512e54494f[/IMG]
Web: Lifezone Training
Ring (022)28301860 / 9820196299
From United Kingdom, Leicester
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Improving Customer Service.ppt
Customer Service Tools.pdf
Celebrating Customer Service 2000.zip