“It takes months to find a customer… seconds to lose one.” Happy customers come back and even bring new leads to our organisation. The participants will pick up tips on how to build rapport, have good relationship with their customers. The ways to deal with difficult situations in the workplace.
After the workshop, the participants will be able to:
- Identify and empathize with customer needs and preferences
- Recognize the importance of tailoring interactions to individual customers
- Develop active listening skills and good communication skills to understand customer concerns
- Develop problem-solving skills to address unique customer challenges
- Understand the importance of maintaining service standards
- Develop strategies for dealing with challenges
- Resolve and manage on customers’ problems and complain
Outline
- Understanding the Importance of Customer Service
– The Impact of Customer Service on Business Success
– Key Components of Customer Service
– Benefits of Great Customer Service
- Elements of Service Excellence
– Fostering a Customer-Focused Mindset
– Engaging Employees in the Customer Service Vision
– Focus on the various key elements
– A MUST Have Customers Service Skills
- Time Management in Customers Service
– Efficient Handling of Customer Inquiries
– Prioritizing Tasks for Maximum Impact
- Effective Communication Skills
– Communicate with Confidence
– Listen to their needs and show empathy
– Active Listening Techniques
– Developing Empathy in Customer Interactions
– Customer Service over Telephone Calls
– Empowering Frontline Staff to Make Decisions
- Positive Customer Service
– Positive Thoughts, Positive Talk
– Identifying Customer Issues and Concerns
– Steps and Strategies of Building Customer Relationships
– Win Them Over
- Customers are always “RIGHT”
– Ways to Manage Difficult, Unhappy, Impatient, Unreasonable Customers
– Build Rapport and Have a Long Term Relationship
- “Coming together is a beginning, staying together is progress, and working together is success.”
– Improve Teamwork in Your Customer Service
– Effective Internal Communication Strategies
– Collaboration with your team
