Customer Service
Did you know that when talking to clients on phone they can know whether you are smiling or not? In this program, we explore factors that attracts, satisfies and maintains a client. In customer service, it is not enough to be of help to a client at the moment of service. Maintaining excellent customer service to keep the client coming back is of vital importance. The best and most effective means of marketing is through word of mouth, therefore, be assured that the clients will in turn market your products and services through reference and word of mouth.
This training seeks to;
- Explore exceptional customer service.
- Identify its benefits on the personal and professional level.
- Recognize barriers to its delivery.
- Demonstrate how to measure customer satisfaction levels and take corrective action if needed.
- Understand different customer behavior styles and know how to adjust to each.
- Use and explain techniques for dealing with angry, upset, or disappointed customers.
- Practice stress-reduction tactics for their own well being and motivation.
- Develop a personal action plan to improve customer service skills.
Besides learning how to deliver exceptional customer service, participants also gain valuable skills in communication and stress management as they deal with demanding customers.
What Is covered in the training
- Participants discuss key components of excellent customer service and behaviors
- Participants learn how to gauge customer satisfaction to help preempt or prevent problems.
- Participants learn how to interpret body language and facial features in others.
- Participants learn how to listen for changes in tone of voice as a precursor to a verbal attack.
- Participants learn how to communicating effectively with their clientele.
- Participants learn tactics for dealing effectively with even the most difficult customers
- Participants learn how to retain clients
