Professional Management Consultants International, LLC
Your partners towards continual improvement
Satisfaction to Delight - A Program for Excellence in Customer Service
Customer Service
Objectives:
- explain the importance of customer service in a competitive environment
- Defend the vital role internal customers play and show that their satisfaction is Key for the success of an organization
- Practice the techniques of managing customer expectations and delighting customers
- Provide better, faster service and Increase customer satisfaction
- Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem
Outline:
Module 1: Concept of Customer Service Module 2: Internal customer service Module 3: Managing customer expectations Module 4: Effective communication skills for handling customers Module 5: Professional behavior with customers Module 6: Dealing with difficult customers
Methodology:
Several methodologies are used in this course. In addition to brief presentations by the consultants, we use case studies, self awareness exercises, exercises to practice some of the methods learned during the course, video clips and role plays
Duration:
2 Days
Language:
English
Delivery:
On premises; online; others
