Achieving Excellence in Customer Service – Providing a Quality Service – Elbosala

Course Description

(Objectives)

Establish the importance of setting and reviewing customer service standards
Develop an understanding of internal and external customer expectations
Communicate more effectively by utilizing active listening and questioning skills
Demonstrate how to deal with difficult customers effectively
Set SMART objectives and goals to increase daily productivity
Utilize stress management techniques to reduce tension

(Participants)

Frontline customer service representatives (CSR)
Team supervisors
Department managers
Account managers
Field service representatives

Curriculum

5 Sections
0 Lessons
10 Weeks

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DAY 1 Setting the Standards for Customer Service Excellence
0
DAY 2 Communicating the Customer Service Message
0
DAY 3 Service Recovery: Handling Complaints and Difficult Customers
0
DAY 4 Principles of Persuasion Requesting feedback from customers and colleagues
0
DAY 5 Getting the Right Customer Service Attitude The importance of attitude and teamwork
0

English

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