Euro-training Center
 Customer Service Mindset (R5007) QR Code

Customer Service Mindset

Overview:

 

Program Objectives:

By the end of the program, 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.

This Program is designed for:

All managers, supervisors and employees whose duties involve contacting and dealing with internal and external customers. This program is worth 15 NASBA CPEs.

Program Outline:

The Principles of Customer Service

  • Definition and Concepts of Customer Service.

Serving the Internal and External Customer

  • Understanding the Needs of Internal and External Customers.

The Principle Foundation for Superior Customer Service:

  • Strong Relationship.
  • Superior Service.
  • Professional Behavior.

The Customer Service Mindset:

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

A Profile of Different Customers Personalities:

  • Understanding Their Personalities.
  • Tips for Dealing with Difficult Personalities.
 

Attaining Customer Satisfaction:

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

Handling Customers Complaints

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

Effective Communication with Customers:

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

 

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