The requested schedule is currently not available. Leave your contact details to send you schedule updates.
Customer Care Mindset
Each and every one of us serves customers, whether we realize it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers.
The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skillset including in-person techniques, dealing with difficult customers, and generating return business.
Summary
Each and every one of us serves customers, whether we realize it or not. Maybe you're on the front lines of a company, serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers.
The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skillset including in-person techniques, dealing with difficult customers, and generating return business.
Target Audience
This course will appeal to a wide range of audiences and is intended for anyone dealing with customers and aiming for a higher Customer Service quality.
Skills Gained
Upon completion of workshop participants will be able to:
- Identify our customers; internal and external.
- Transform customer service as an image, value and quality management system
- Understand the personality traits needed
- Understand the customer service process
- Deal with cultural issues
- Handle customer complaints
Topics Covered
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- Icebreaker
- Workshop Objectives
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- Internal and External Customers
- Rights of the Customer
- Customer Service
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- Completing the Individual Assessment and Understanding my style
- Recognizing the 4 Behavioral Types
- Understanding Each Behavioral Style
- Adapting to each style
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- First Impressions
- Identifying the Needs
- Responding
- Satisfaction (Follow up)
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- What is Diversity?
- Wheel of Diversity
- How to Handle Diversity?
- Overcoming Barriers
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- Transactional Analysis
- Why Are Some Customers Difficult?
- Steps to Successful Complaint Resolution
- Welcoming Complaints
- Mind Mapping
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- The “In-a-hurry” customer
- The pretentious customer
- The annoying customer
- The simple customer
- The silent customer
- The troublemaker customer
- The talkative customer
- The old-fashioned customer
- The close-minded customer
- The hesitant customer
- The serious customer
- The complainer customer
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- Lessons Learned
- Completion of Action Plans and Evaluations
minimize course outline
The requested schedule is currently not available. Leave your contact details to send you schedule updates.