Customer Service Mindset
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
Select training course venue
Our Programs:
- Leadership and Management
- Finance and Accounting
- Human Resources Management (HRM)
- Project Management
- Marketing and Sales
- Oil and Gas Technology
- Health, Safety and Environment
- Conferences
- Quality and Operational Auditing
- Ships & Port Management
- Energy Transition
- Urban Planning and Development
- Banking, Insurance and Financial Services
- Governance, Risk and Compliance
- IT Management
- Administration and Secretarial
- Maintenance and Engineering
- Legal and Contracts Management
- Data Management and Business Intelligence
- 3 Days Seminars
- Customer Service
- Communication and Writing Skills
- Digital Innovation and Transformation
- Procurement and Supply Chain Management
- Interpersonal Skills and Self Development
- Security Management
- Public Relations
- Risk and Crisis Management
- Tax and Revenue Management
- Mechanical Engineering
- Agile Transformation
- Strategy & Strategic Planning