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Duration 14 hours
Course Outline
Customer Care Basics
- The impact of a satisfied customer
- The value of a customer
- Understanding customer expectations
Communication Fundamentals
- The communication process
- Common communication challenges
- Conveying exceptional service
Managing Customer Perceptions
- Understanding that perception is reality
- Crafting positive impressions
- Avoiding negative perceptions
- Taking ownership of outcomes
Responding Face-to-Face and by Phone
- Practicing active listening
- Asking the right questions
- Interpreting customer information
- Providing solutions
Dealing with Different Customer Types
- Applying the Platinum Rule
- Engaging assertive customers
- Managing angry customers
- Interacting with talkative customers
Writing Effective Emails and Letters
- Evaluating your writing style
- The K. I. S. S. (Keep It Simple, Sweetheart) strategy
- Utilizing active voice
- Crafting strong opening and closing sentences
Requirements
Who Should Attend
- Managers
- Supervisors
- Team Leaders
- Officers and Executives of Contact Centers/Customer Services
- New Hires
- Prior knowledge of Customer Support Centers is beneficial but not mandatory
Testimonials (3)
I especially appreciated the instructor’s ability to give thorough, well-explained answers to questions specific to my personal situation.
HASAN TAHA URLU - Huber Turkiye
Course - Assertiveness
interaction and discussion with each other in different groups, together with some games.
- Netherlands Business Support Office (NBSO) Indonesia
Course - High-Impact Communication Skills
Training was tailored to my needs
