Course Outline
Customer Care Basics
- Impact of a satisfied customer
- Value of a customer
- Customer expectations
Communication Fundamentals
- The communication process
- Communication challenges
- Communicating exceptional service
Managing Customer Perceptions
- Perception is reality
- Creating positive perceptions
- Avoid negative perceptions
- Taking responsibility
Responding Face-to-Face and by Phone
- Listening effectively
- Asking questions
- Interpreting information
- Offering a solution
Dealing with Different Customer Types
- The Platinum Rule
- Assertive customers
- Angry customers
- Talkative customers
Writing Effective Emails and Letters
- Assessing your writing style
- K. I. S. S. (Keep It Simple, Sweetheart) strategy
- Using active voice
- Opening and closing sentences
Requirements
Who Should Attend
- Managers
- Supervisors
- Team Leaders
- Officers and Executives of Contact Centers/Customer Services
- New Hirers
- Prior knowledge of Customer Support Center is an advantage but not essential
Testimonials (6)
Training was tailored to my needs
Patricia - Embraer
Course - Influencing and Avoiding Conflict
it was a very good training based on experience
raymond maas - Rhosonics
Course - Chief Technology Officer (CTO) Fundamentals
That she was replying to the questions and explaining everything with details, considering specific conditions and situations.
Marta Gralewska - Roche
Course - Assertiveness
The excercises were really fun
Jakub - AXA XL
Course - Business Communication Skills
doing exercises, learning from each other, meeting colleagues virtually in small and large groups
Gergely Csuti - BioLife Plazma Hungary Kft. / Sanaplasma Kft.
Course - Conflict Resolution, Assertiveness and Self Confidence
Trainer is friendly and knowledgeable about tge subject. Trainer is profesional.