Customer Services
Customer Relationship Management Fundamentals
Who Should Attend:
Customer-facing professionals
Customer Relationship Supervisors & Managers
Section head & Middle Managers
Customer Service team members
Course Objectives:
- Identify the loop-holes between excellent customer care within the organisational strategy and hierarchy
- What outstanding customer service comprises of
- Planning a complete framework to ensure customer care standards are met with
- Explore in detail the leadership qualities required to develop a customer-oriented team
- How customer complaints and grievances are critical to every organisations growth and development
- To always be a step ahead of your customers’ requirements; ‘over deliver and under-promise’ attitude
- Ways to make your customer feel important
- Study ways to overcome roadblocks that are in between your service and the customers’ expectations
- Ways to say no positively deal with impractical expectations without upsetting and offending the client
- Self-evaluation techniques to assess your performance during every stage of customer care.
Customer Service Excellence
Who Should Attend:
Sections Heads & Middle Managers
Customer Service Team Leaders
Customer-facing Team Members
Course Objectives:
- An overview of what 'customer service excellence' means to you and your customers
- Understand how Emotional Intelligence (EQ) can give you a customer service edge
- Identify personal strengths and blind spots and how they impact your customers
- Explore reasons for spending more on valuable customers (no more one-size-fits-all)
- Learn how to motivate and maintain morale in front-line customer service teams
- Identify EQ best practices for managing different situations, including complaints
- Learn how to measure how well customer service objectives are being achieved
- Confirm how the EQ approach can lead to long and profitable customer relationships.
Defuse Your Angry Customers – Active Learning through Role Play Sessions
Who Should Attend:
All Customer-facing Business Professionals
Course Objectives:
- Understand the Psychology of “Why”, “When” and “How” customers get angry
- Recognise situations that can cause frustration for customers, and seek ways to minimise the issues
- Realise the importance of maintaining a good emotional state when dealing with angry clients
- Develop awareness of how to objectively assess the situation and separate the customer from their behaviours
- Master four easy-to-use strategies to always calm down an angry client
- Understand the importance of both verbal and non-verbal communication in tough situations
- Learn to regain control of the conversation if the customer uses bitter or abusive language
- Become aware of how “Excuses” can further escalate the situation.
Internal Customer Service Excellence
Who Should Attend:
Sections Heads & Middle Managers
Team Leaders & Team Members
Course Objectives:
- Gain a clear picture of internal service relationship
- Confirm how customer service excellence can lead to long and profitable “Client” relationships
- Learn how to make every interaction with customers a positive experience
- Identify VAK personality types and discover your own
- Identify best practices for managing different types of customers
- Learn how to build rapport and increase communication effectiveness
- Develop listening skills to learn and understand your internal customer's needs
- Learn new tools and techniques for Customer Service excellence on the phone and through emails.
Perfecting Your Telephone Skills
Who Should Attend:
Tele-sales professionals
Call Centre Staff
Professionals seeking to improve their telephone etiquettes
Staff members who directly or indirectly communicate with internal/external customers
Course Objectives:
- The importance of telephone manners and its relevance to the organisations standing and repute
- Practicing the relevant key skills required to be an efficient, cooperative and empathising caller through superb listening skills
- The significance of worthwhile and relevant questioning during a call
- Master easy-to-use strategies to calm down an angry customer
- Understand the importance of both verbal and non-verbal communication in tough situations
- A firm grasp on the skills required for outstanding telephone etiquettes
- Understand the right tone of voice, pitch and style of communicating to use during each telephone conversation.
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