Excelling in Customer Service to Optimize the Experience
A large part of a company’s or organization’s reputation depends on the quality of its customer service.
Even more importantly, quality service creates a positive atmosphere that improves people’s quality of life at work. Finally, excellent service costs less than average or poor service.
That is why you will enjoy discovering key actions that improve customer relationships and help reduce difficult situations! Adopt tools and strategies that will increase the satisfaction of your internal and external customers. Develop your interpersonal skills in order to excel!
Objective: By the end of this training, you will have acquired the knowledge necessary to:
• Take into account different customer personality types
• Know how to interact based on the customer’s personality type and your own
• Understand the 8 major customer expectations and increase their level of satisfaction
• Develop your interpersonal skills
• Communicate more effectively
• Interact efficiently in difficult situations
• Better handle difficult customers
• Defuse complaints
• Improve your well-being at work
• Increase customer satisfaction levels
Prerequisites: None.
Target audience: Anyone who interacts with internal or external customers.
$220.00
• Characteristics of good service and its impact on quality
• Is the customer always right? How to handle it
• The right customer approach
• Personality types, major needs, and personal interests of each individual
• Self-assessment test: what is your personality type?
• The 8 major customer expectations
• Action plan to better meet customer expectations
• Three pillars of successful communication:
• Active listening
• Positive communication
• Non-verbal language
• Main rules of customer relations
• Etiquette and courtesy in person, on the phone, and in emails
• Techniques for dealing with difficult customers
• Complaints: how to defuse and handle them
• Importance of quality at every point of contact between the customer and the company
• Developing customer awareness and sensitivity
• Your personal action plan
- length
- 4h00
- Producer(s)
- Technologia
A large part of a company’s or organization’s reputation depends on the quality of its customer service.
Even more importantly, quality service creates a positive atmosphere that improves people’s quality of life at work. Finally, excellent service costs less than average or poor service.
That is why you will enjoy discovering key actions that improve customer relationships and help reduce difficult situations! Adopt tools and strategies that will increase the satisfaction of your internal and external customers. Develop your interpersonal skills in order to excel!
Objective: By the end of this training, you will have acquired the knowledge necessary to:
• Take into account different customer personality types
• Know how to interact based on the customer’s personality type and your own
• Understand the 8 major customer expectations and increase their level of satisfaction
• Develop your interpersonal skills
• Communicate more effectively
• Interact efficiently in difficult situations
• Better handle difficult customers
• Defuse complaints
• Improve your well-being at work
• Increase customer satisfaction levels
Prerequisites: None.
Target audience: Anyone who interacts with internal or external customers.