Customer Service is the now the new standard by which customers judge an organization’s performance. It has become potent weapon in every business. More sophisticated customers are demanding for superior service. Quality service requires orientation of all resources and people in company towards customer’s satisfaction – not just those who deal face to face with customers or communicate with them. No matter how much the company spends to enhance service the expenditure will pay off only if customers and prospects are aware of the quality of service period provided. Quality must be noticeable – it must benefit clients continuously and not occasionally.
To really succeed, the pursuit of excellence in customer satisfaction must really be an undying obsession. It requires every single person in organization to focus their energies and their enthusiasm on not just getting it right, but improving it.
SKILLS TOWARDS CUSTOMER SERVICE
2 Sides of Customer Service
Behavioral Components in Customer Service
Basic Attributes for Service Providers
Reasons for Poor Service
Why do Customers Quit/Buy?
The Cost of Customer Service
Turn Customer Complaints into Sales
The Art of Listening
Guidelines for Controlling Your Temper
If Someone is Losing His Temper with You
What to do When You Are Wrong
Ways to Cope With Customers
YOUR SERVICE CYCLE
How to C.A.R.E. for your Customers
Dimensions of Quality Service
Rapport and Effective Communication
Structured Learning Exercises, Lecturette, Role Playing, Workshops and Group Dynamics will be used to ensure optimum learning for the participants.
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