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 Customer Service Mindset 18 Oct Rome Italy QR Code
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PR & Customer Service

Customer Service Mindset


REF : R5007 DATES: 18 - 22 Oct 2021 VENUE: Rome (Italy) FEE : 4500 

Overview:

Introduction:

This course will provide each member of your customer service team with a big picture perspective of their potential, along with a highlighted awareness of their responsibility for achieving excellence and the choices and actions that will drive these result

Course Objectives:

At the end of this course the participants will be able to:

  • Analyze basic behavioral patterns of different customer personality profiles.
  • Practice the skills for dealing with customers and handling their complaints.
  • Understand the concept of service mindset and ways of developing it within their organization.

Targeted Audience:

  • All Managers, Supervisors, and Employees whose duties involve contacting and dealing with internal and external customers.

Course Outlines:

Unit 1: The Principles of Customer Service:

  • Definition
  • Concepts of Customer Service
  • Serving the Internal and External Customer
  • Understanding the Needs of Internal and External Customers

Unit 2: The Principle Foundation for Superior Customer Service

  • Strong Relationship
  • Superior Service
  • Professional Behavior

Unit 3: The Customer Service Mindset:

  • Components of the Mindset
  • Strategies for Building the Mindset among the Staff

Unit 4: Different Customers Personalities:

  • Understanding Their Personalities
  • Tips for Dealing with Difficult Personalities

Unit 5: Attaining Customer Satisfaction:

  • Meeting Their Needs
  • Exceeding Their Expectations
  • Delighting and Surprising Them

Unit 6: Handling Customers Complaints

  • Types and Levels of Customer Complaints
  • Handling Complaints: Process and Behavior

Unit 7: Effective Communication with Customers

  • Active Listening
  • Overcoming Communication Barriers
  • Reading Customer Body Language