=> Course objectives:
Upon completion of the program, you'll be able to :
=> Course Agenda:
Introduction to customer service and its concept.
The role of the man in the customer service organization.
Increase your awareness of problem-solving steps and problem-solving tools
Distinguish root causes from symptoms to identify the right solution for the right problem
Improve your problem solving and decision-making skills through identifying your own problem-solving style
Improve your ability to participate in and communicate about a collaborative problem-solving process
Recognize the top ten rules of good decision-making
Goals of customer care.
What are the main advantages and disadvantages of customer care?
Customer Relationship Management (hardcopy - electronically).
Types of customers.
Develop professional service attitude
Recognize that service delivery is an individual response value
Identify the different types of customers
Discuss & Explain Customer Complaints
Smartly apply techniques to control customer service interaction
Demonstrate a customer service Mindset
Define the key characteristics that underlie difficult behaviors
How to deal with the types and patterns of different customers in practice.
Base 80 \ 20 and customer segmentation.
Digital Customer Service
How do you evaluate services compared to competitors?
Identify communication in high performing teams
Recognize the communication in teams vs communication as teams concept
Implement the Flow model of working in teams
Practice team collaboration and keep assessing your own performance
What are the types of customer service globally?
Trends of Customers Care in 2018
=>Who Should Attend :