ATTAINING EXCELLENCE IN CUSTOMER SERVICE DELIVERY

Course 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.

Course Objectives

By the end of the course, participants will be able to:

• Explain the importance of customer service in a competitive environment
• Defend the vital role internal customers play and show that their satisfaction is key to 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 to quickly find a workable solution to the problem

Target Audience

Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists as well as managers who want customer service training to reinforce their skills and train their staff.

Target Competencies

• Customer orientation
• Self-confidence
• Personal accountability
• Persuading others
• Empathic outlook
• Emotional control