SERVICE WITH A PURPOSE
1 Day and 2 Day Program
Customer Service Training Program
Program Objectives
Express the concept and value of providing quality customer service.
Develop and match their personal value system with that of the organization to evoke a sense of purpose.
Define their roles and responsibilities at each contact point with the customer to create satisfaction by using the right vocal, facial and body language.
Understand the customer quickly and correctly by applying quality questioning and empathetic listening skills.
Develop the mindset and habit of saying, “Yes” to the customer.
Be aware and use the right service language to create rapport, respect and an emotionally satisfying experience for the customer.
Develop emotional control through the principles of emotional intelligence to manage personal emotions and moods during service transactions.
Develop self-confidence to manage and handle difficult customers and stressful circumstances.
Value complaints as opportunities to improve service and initiate service recovery to maintain trust and encourage customer loyalty.
Handle and resolve complaints quickly, creatively and professionally.
Project telephone professionalism with finesse and class
Program Content