Course Outline
Customer Care Basics
- Impact of a satisfied customer
- Value of a customer
- Customer expectations
Communication Fundamentals
- The communication process
- Communication challenges
- Communicating exceptional service
Managing Customer Perceptions
- Perception is reality
- Creating positive perceptions
- Avoid negative perceptions
- Taking responsibility
Responding Face-to-Face and by Phone
- Listening effectively
- Asking questions
- Interpreting information
- Offering a solution
Dealing with Different Customer Types
- The Platinum Rule
- Assertive customers
- Angry customers
- Talkative customers
Writing Effective Emails and Letters
- Assessing your writing style
- K. I. S. S. (Keep It Simple, Sweetheart) strategy
- Using active voice
- Opening and closing sentences
Requirements
Who Should Attend
- Managers
- Supervisors
- Team Leaders
- Officers and Executives of Contact Centers/Customer Services
- New Hirers
- Prior knowledge of Customer Support Center is an advantage but not essential
Testimonials (6)
That she was replying to the questions and explaining everything with details, considering specific conditions and situations.
Marta Gralewska - Roche
Course - Assertiveness
The excercises were really fun
Jakub - AXA XL
Course - Business Communication Skills
doing exercises, learning from each other, meeting colleagues virtually in small and large groups
Gergely Csuti - BioLife Plazma Hungary Kft. / Sanaplasma Kft.
Course - Conflict Resolution, Assertiveness and Self Confidence
Training was tailored to my needs
Patricia - Embraer
Course - Influencing and Avoiding Conflict
it was a very good training based on experience
raymond maas - Rhosonics
Course - Chief Technology Officer (CTO) Fundamentals
Trainer is friendly and knowledgeable about tge subject. Trainer is profesional.