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Customer Service Mindset



This training program 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.

Program Objectives:

At the end of this program 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:

  • Managers.

  • Supervisors.

  • Employees whose duties involve contacting and dealing with internal and external customers.

Program 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.

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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