Certificate: Course Completion Certificate
Language: English
Duration: 2 Days
Credits: 16
Course Delivery: Classroom/ Virtual Live / Onsite
Course Overview:
Always putting your customer at the center of your business creates a service driven culture. The best and most successful businesses clearly understood this fact.
This two-day customer service training course will motivate participants to become more customer focused and more passionate about delivering outstanding service by understanding the logical and emotional motivations of a customer to buy or continue using a service. participants will learn how to become more flexible communicators who are able to engage better with customers, portray energy, commitment, and ownership in each customer interaction. This two-day program will energize your staff to deliver world class service that leaves customers with a lasting positive impression.
Target Audience:
Any employee who delivers service to customers.
Learning Objectives:
After completing this course, delegates will be able to:
- Discover the attitude, skills and knowledge needed to be a successful customer service representative.
- Explain the importance of measuring & benchmarking service as well as the value of a lost customer.
- Realign their thinking about customer complaints and understand the opportunities in each challenging customer situation.
- Understand what true customer loyalty is and the importance of their role to ensure a positive customer experience.
- Understand the concept of plus one’s and the value of exceeding customer expectations in each customer interaction.
Prerequisites:
There are no formal prerequisites.
Course Materials:
Students will receive a course manual with presentation slides and reference materials.
Technical Requirements:
For eBooks:
Internet for downloading the eBook
Laptop, tablet, Smartphone, eReader (No Kindle)
Adobe DRM supported software (e.g., Digital Editions, Bluefire Reader)
eBook download and activation instructions
Agenda:
Module 1: What do customers want?
- What customers want?
- Logic Vs Emotion
- Winning customers hearts
- Customers want CASH
Module 2: This thing called “Loyalty”
- Defining a lifetime customer
- Drivers of customer loyalty
- Keeping Customers loyal and plus one’s
- Why customers leave and cost of losing a customer
Module 3: Measuring customer satisfaction:
- Importance of customer feedback
- Methods of collecting customer feedback
- What is NPS?
- Rate my NPS activity
Module 4: Having The Right skills and attitude:
- Attitude, Skills and Knowledge
- Having the right service mentality
- Rapport = Results
- Strategies for building rapport
Module 5: Value of a complaint:
- A Complaint is a gift
- Ground rules for receiving a complaint
- Avoiding customers hot buttons and forbidden language
Module 6: Customer service techniques:
- Seven Diffusing techniques
- Disengaging
- Face saving out
- Empowering customers
Certification:
Once after the training you receive course completion certificate from Mangates.
Note:
However, catering to the demands of busy professionals, our virtual training programs are as effective as face-to-face learning. Reach us at [email protected] for dates and details of instructor-led live Virtual Sessions.
If you would like to get this course customized and delivered exclusively for your group, we have an On-Site Training Option, you can reach us at [email protected] for more details about on-site or corporate training.
Offers:
Groups of 3 people 10% Discount
Groups of 5 people 15% Discount
Groups of 10 people 20% Discount