After completing this course, you'll have the skills to build and maintain long-term customer relationships, handle difficult people, overcome barriers to customer satisfaction. By learning to define targets for superior customer service, you will create repeat business with every customer contact you make. Providing superior service means solving problems, dealing with frustrations and stress, giving and receiving feedback, avoiding placing blame on others, and communicating effectively. This course will teach you all the critical skills to achieve outstanding customer satisfaction.
Effective Customer Service Management
0.00 EGP
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Description
By the end of this course each attendee will be able to
- Learn why satisfying customers, the people part of the job, is as important as doing the technical part of the job.
- Use the tools of customer satisfaction.
- Obtain techniques for overcoming barriers to customer satisfaction.
Clearing the Barriers
How Customer Relationship Skills Can Build Your Success
- Building Customer Relationships for Repeat Business
- Success Stories
Dealing with Difficult People
- Job Frustrations and Difficult People
- The Secret of Success
- Save Time by Taking Situations Professionally
- Keep the Spotlight on the Issue
Burnout—Threat to Customer Satisfaction
- Eight Common Signs of Burnout
- Additional Signs of Burnout
- Five Techniques for Preventing Burnout
The Secret to Getting More Cooperation
- Updating Your Beliefs
- A Selfish and Successful Strategy for Getting More Cooperation
- Roadblocks to Avoid
- Working as Partners—Treating Your Boss as a Customer
Building the Foundation
The Problem with Customer Service
- Satisfaction Is Defined by the Customer
- Meet the Requirements of the People You Serve
- Customer Satisfaction Is Easier When You Have Targets
- A Shortcut for Defining Targets
- The Pleasant Payoff
This course is designed especially for front-line staff, their supervisors, and managers responsible for customer satisfaction who wish to improve their awareness of best practices in customer service
- The course will be implemented using relevant case studies, group exercises and role-plays
CORE Certificate
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