Course Details

Sales team, marketing staff and telesales personnel who want to understand the full aspects of delivering outstanding customer service and equip themselves with essential skills to take their own customer service provision to a level of excellence; should take up this course.

Course details:

• Who Are Customers?
• What Is Customer Service?
• Who Are Customer Service Providers?
• Establishing Your Attitude
• Appearance Counts!  The Power of a Smile
• Staying Energized, and Positive
• Identifying and Addressing Customer Needs
• Understanding the Customer’s Situation
• Staying Outside the Box
• Meeting Basic Needs
• Going the Extra Mile
• Generating Return Business
• Following Up
• Addressing Complaints
• Turning Difficult Customers Around
• In-Person Customer Service
• Using Body Language to Your Advantage
• Giving Customer Service over the Phone
• Telephone Etiquette
• Providing Electronic Customer Service
• Understanding Netiquette
• Recovering Difficult Customers
• De-Escalating Anger
• Managing Your Own Emotions
• Understanding When to Escalate
• Dealing with Vulgarity, coping with Insults
• Ten Things You Can Do to WOW Customers