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SUCHITRA MAHENDRARAJ
Customer Care & Service Excellence
A 2-Day Workshop |
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| Programme Outline |
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| › Understanding Excellent Customer Service |
- What Is Good and Bad Service?
- How Do People View Customer Service?
- How to Achieve Excellent Customer Service
- Internal and External Customers
- Six Keys to Excellent Service
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| › Attributes of a Service Provider |
- Establishing your Attitude
- Attitude is a Choice that is Controllable
- Going the Extra Mile
- Having the Right Service Mindset
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| › Identifying and Addressing Customer Needs |
- Understanding the Customer's Problem
- Staying Outside the Box (Not Jumping To Conclusions)
- Meeting Basic Needs
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| › Personality Styles |
- Understanding Styles
- Typing Ourselves and others
- Applying to Customer Relations and Team Building
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| › The Importance of Communication Skills |
- Developing Effective Communication Skills – Voice, Tone, Words
- Keeping Customers Calm with Words
- Persuasive Language Patterns to Gain Cooperation
- Listening Styles
- Removing Obstacles to Listening
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| › The Importance Of Interpersonal Skills |
- What are interpersonal skills?
- Being Aware of One’s Own Body Language When Dealing with Customers
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