You will explore the background and techniques of customer interactions

Upon successful completion of this course, students will be able to:

  • Acquire tools to provide quality customer service and make lasting impressions on customers.
  • Explore how customers define the success of your company, as well as a customer’s emotional behaviors, and how that sensitivity influences his or her decision making.
  • Discover techniques to increase customer satisfaction through your behavior, sensitivity, and respect.
  • Examine the techniques for providing service through face-to-face contact, the factors that contribute to the success of that contact, and the benefits of actively listening to your customers.
  • Identify the stages of customer management and recognize who your internal customers are. You will also explore value chain management and how to make positive long-term decisions that add value to your company.
  • Identify the guidelines for dealing with unreasonable and irate customers.
  • Take action to increase the loyalty of the customers you serve.
  • increase sales via customer service

Lesson 1: The Value of Customer Care

  • Understand Customer Care
  • Customer Care and Motivation
  • Standing Out with Customer Care

Lesson 2: Customers Define Success

  • Trends in Customer Service
  • The Customer Care Equation

Lesson 3: You Make the Difference

  • The Human Touch
  • Applying the Human Touch

Lesson 4: Customer Relationships

  • Face-to-Face Contact
  • Topic 4B: Service Face to Face
  • Benefits of Active Listening
  • The Value of Complaints
  • The Service Recovery Process

Lesson 5: Who Is the Customer?

  • Customer Relationship Management
  • Internal Customers
  • Value Chain Management

Lesson 6: Engage Difficult Customers

  • The Unreasonable Customer
  • The Angry Customer
  • The Unhelpful Colleague

Lesson 7: Increasing Customer Loyalty

  • Moments of Truth
  • Analyze Moments of Truth

Lesson 8: Increase Sales via Service

  • Sales Orientation
  • Features and Benefits
  • The Nature of Persuasion

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