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Quality Customer Service
Course Objectives.
- Proactive towards service delivery problems
- Increase daily effectiveness with customers
- Create meaningful dialogue with his boss
- Respond easily to change
- Play a leadership role in creating change
Who Can Benefit?
- Senior-level customer service representatives who have the responsibility for decision-making
Course Outline
- Customer Communication
- Developing Talking and Listening Skills
- Non-verbal Communication
- The Persuasive Formula
- How and When to be Assertive
- Customer loyalty: the Five Key steps to Gain Customers Loyalty
- Customer complaints: Six Steps to Deal with these Complaints
- Leadership and Change Management
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