Details
In today’s tough and increasingly uncertain customer service oriented business environment, people skills are very critical for personal and organizational success. Customers now decide how customer-centric your company is, how you deal with them can directly impact your individual goals as well your team’s and company performance. This course provides the participant new customer service skills needed to communicate professionalism, enhance customer relationships and secure overall competitive advantage through excellent customer service.
At the end of this course, the participant should be able to:- Define and understand Excellent Customer Service
- Deliver better, faster service and increase customer satisfaction
- Manage stressful situations and conflicts more effectively
- Respond effectively to specific customer behaviors
- Get insights on successful case studies that work in managing and delighting the customers
- Apply Excellent Customer Service skills in the current designated work
- Clash of Clans – Customer Service redefined
- ---Customer Care vs Customer Service vs Customer Service Management
- ---Current arena of customer service
- Who is Henry? - Knowing the customers
- ---Customers and their behaviors
- ---Responding to specific customer behavior
- 30 minutes late? – Delivery and execution
- ---Managing Customer’s Expectations
- ---Level-up Customer Experience
- What is that again? – Communicate Excellently
- ---The 6 C’s in communication
- ---Active Listening
- Where is your Manager? - Managing Crisis and Complaints
- ---Dealing with difficult customers
- ---Handling Conflicts
- I want your service again! - Nurture Customer relationship
- ---Using the LEARN Model
- ---Retention and Loyalty Program
- Front liners
- Customer Service Representatives
- Technical and Support personnel
- Field Service Representatives
- Account Managers
- Business owners
- Managers who want customer service training to reinforce their skills and train their staff
Crossworks is a management and leadership training & consulting company based in the Philippines. We provide corporate training, courseware design and development, as well as various consulting services in the field of management, leadership, organizational development, and competency enhancement. We are known for our project management and design thinking courses which have been sought after and considered the best available.
As an organization, our mission is to develop the leaders of tomorrow, today through the use of alternative learning strategies that we believe are more effective for tomorrow's leaders. We envision tomorrow's leaders to be equipped to handle future challenges that are emerging today.
We are not a traditional training organization. While we see immense value in traditional classroom based training, we know that there could be better ways of doing things.
We deliberately redesign our corporate training courses to ensure that they will be done in the most effective way possible. Training courses tend to lose their value if the knowledge gathered is not retained properly. We address these by introducing new and fun approaches to learning. We incorporate concepts of game design, we use learner centered approaches to teaching, we maximize technology to augment the learning experience. The result is a very memorable training course that participants would love to take again and again. ...
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