Customer Service
Introduction
“There is only one boss. The customer. And he can fire everybody in the company from the chairman on down, simply by spending his money somewhere else.”
- Sam Walton
Today’s organizations compete at every facet of business and the only differentiating factor that significantly impact the bottom line is the level of customer service accorded to the customers. Thus, there need to be unique service cultures in organizations to create a truly winning culture addressing customers.
Course Objectives
Upon completion of this program, participants will be able to:
- Express the concept and value of providing quality customer service.
- Professional outlook, grooming and etiquette.
- Develop an activity focused action plan that is centered around the vision and mission of both the organization and customer service personnel.
- Develop the emotional intelligence (EQ) service attributes; the fundamentals of a service provider’s emotional make up.
- List down methods to manage personal and customer emotions. (Anger, Fear, Embarrassment, Contempt, Sadness, Impatience).
- Develop actions towards rapport building with customers.
- Value complaints as opportunities to attain customer loyalty.
- Handle and resolve complaints professionally.
- Project professionalism through speech and personal presentation.
