Is focusing on Customer Care worth it?
Providing customer service excellence gives an organization a competitive advantage in the marketplace and is the key factor that keeps customers coming back. Delegates will learn the best practices of world-class customer service providers to develop a customer-focused mindset for continuous improvement.
Objectives
- Describe the best practices of a world-class customer service provider
- Develop a customer-focused mindset for continuous improvement
- Identify key components that promote customer retention and loyalty
- Measure customer service standards
- Develop an understanding of internal and external customer expectations
- Use the phone more effectively and leave professional voicemail messages
- Communicate more effectively by utilizing active listening and questioning skills
- Successfully apply the principles of persuasion to key negotiation situations
- Give and receive feedback in a constructive manner
- Understand the importance of written and electronic communication
- Use nonverbal communication to make a positive first impression and build rapport quickly
Topics Covered
- Principles for Delivering World-Class Customer Service
- Developing Effective Communication and Interpersonal Skills
- Principles of Superior Customer Service and Organizational Procedures
- The Importance of Customer Feedback and Service Recovery
- Leading the Way to Customer Satisfaction and Continuous Improvement
