Customer Service

How to Provide Exceptional Customer Service

Duration: 24 hours

Audience Analysis:

Junior to middle management employees of an organization.
Mostly graduates with some postgraduates with degrees in management studies.

Overview

In the contemporary digital world of increased cut-throat business competition, it’s no longer enough to simply supply a good product at a reasonable price. Today, with so many customers shopping around digital platforms as well as as physical space, it takes a out of the box approach and customer mania approach to gain loyalty and repeat business. Business experts around the world agree that customer service is the competitive edge for any successful business – it is an indisputable fact that becomes clearer each and every day. If your company can not continuously please its customers, it might not be sustainable and survive for long times in the highly consumer-oriented times.

This module is designed to take your goals beyond merely satisfying the customer to creating customer loyalty.

Key Deliverables

By the end of this module the participants will be able to:

Explain what customer service is.
Explain how outstanding customer service can be a source of competitive advantage.
Identify the components of good customer service.
Explain communication skill as a process.
Use effective verbal and non-verbal communication.
Identify the barriers to communication.
Develop good listening skills.
Explain the importance of active listening.
Use active listening techniques while handling customer queries.
Discover why complaining customers are one of their most valuable resources, and how to reward them.
Demonstrate capability of identifying and handling different types of customers.

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Customer Service