Suresh Dhawan

SERVICE WITH A PURPOSE

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

01

The Right Attitude for a Service Professional thru Altering their current mindset

02

The Value of a Customer

03

Identifying the Attributes and Responsibilities of a Service Professional

04

Managing customer expectations

05

Levels of Service and 4 secrets of a Customer Oriented Organization

06

Changing the current Service Mentality

07

Serving the Customer’s through EQ

08

Using Complaints to create Customers for Life

09

Managing our Emotions with Difficult and Different Types of Customers

10

Understanding the Communication Process

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