Introduction
This practical training program is designed with:
- 16 hours training
- 03 months one-on-one coaching
- Examination
How you will benefit
By the end of the program, participants will be able to:
- Explain the importance of a customer service culture in a competitive environment
- Analyze basic behavioral patterns of different customer personalities and the best way to deal with them
- Implement strategies for service recovery aimed at regaining customer loyalty
- Define the process of managing a customer complaint system
- Discuss and practice the techniques of effective communication skills with customers
Who should attend
Managers/supervisors and customer service staff. Successful candidates on this program will be awarded RBNC’s Professional Certificate.
What you will cover
Module 1: Understand Customer Service Profession
- Definitions and Concepts
- Roles of the Customer Service Professional
- Managing your Stress
- Managing your Time
Module 2: Attaining Customer Satisfaction Through Quality Measures
- Components of Quality Service
- Customer Complaint Systems
- The Principles of Inspiring Staff
- Customer Loyalty
- Reasons why Companies Lose Customers
- Keys to Delivering an "Exceptional" Service
Module 3: Component of Quality Service
- Service Quality
- Service Quality Gaps
- What Customers Pay Attention to
- Flying Over Customer Expectations
- Establishing Service Quality Performance Standards
- Customer Complaint System
- Definition of ‘Complaint’
- Types of Complainants
- Sources of Complaints
- Why Most Customers Won’t Complain
- Types of Complaints
- Handling Complaints: A.S.A.P Model
- Inspiring Staff
- Arousing Interest
- Engaging Them
- Practicing New Skills
- Applying to Real World
- Customers Loyalty
- Principles of Success
- Who Is a Loyal Customer
- Strategies to Keep Customers Loyal
- Reasons why Companies Lose Customers
- Keys to Delivering “Exceptional Service”
Module 4: A Profile of Different Customer Personalities
- Characteristics of Difficult People
- Six Major Personalities that Lead to Conflict
- Strategies for Dealing with Them
Module 5: Effective Communication with Customers
- Positive Verbal Communication
- Nonverbal Communication in Customer Service
- Listening to the Customer
- Customer Service and Behavior