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SUCHITRA MAHENDRARAJ
Customer Service Excellence
A 2-Day Programme |
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| Programme Outline |
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› Understanding Excellence Customer Service
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What is good and bad service? |
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How do people view customer service |
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How to achieve excellent customer service |
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Internal and External Customers |
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› Customer Expectations
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Focusing and Prioritizing the Top Expectations of Customers |
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Creating a Service Mission Statement to stay Focused |
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Going the extra mile |
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› Understanding The Customer
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Six keys to excellent service |
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The four types of customers |
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How to meet the needs of different customers |
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Attitude is a Choice that is Controllable |
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| › The Importance Of Communication Skills
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Effective two-way communication |
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Developing effective communication skills |
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How to professionally reject a customer’s request |
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Keeping Customers Calm with Words |
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Persuasive Language Patterns to Gain Cooperation |
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HOME >
OUR TRAINERS & FACILITATORS >
SUCHITRA MAHENDRARAJ >
CUSTOMER SERVICE EXCELLENCE |
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› Listening Skills
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Three Styles of Listening |
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Removing Obstacles to Listening |
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Practicing Proactive Listening Habits |
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Handling Customers With Listening Problems |
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› The Importance Of Interpersonal Skills
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What are interpersonal skills? |
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Barriers to interpersonal communication |
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Being aware of one’s own body language when dealing with customers |
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The Art Of Making Difficult Customers Happy |
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Handling offensive and irate customers |
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Changing complaints into compliments |
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How to maintain cheerfulness and friendliness |
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Maintaining Our Composure with difficult customers
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› Planning For A Successful Career
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Developing yourself further |
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Success in the workplace |
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Assuming greater responsibilities |
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