Course Objectives:
To enable the participants to develop and implement appropriate skills to improve Customer Service Quality.
Expected Accomplishments:
After the course, participants will be able to:
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Cooperate with colleagues and satisfy their requirements.
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Improve communications with customers through active listening.
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Apply questioning techniques for better understanding of customer needs.
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Improve Accounting Service Standards for achieving quality customer service.
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Practice acceptable work ethics for professional standards.
Who can benefit:
Staff, Supervisors and other Supporting Staff responsible for Billing, Credit Control, Cash Handling and other accounting jobs where they interact with Customers frequently.
Prerequisites:
Good / Reasonable command of English Language
Course Outline:
Why Customer Service Matters?
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Who needs Customer Service?
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Understand Customer needs and wants for Superior Service.
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How to deal with Customer Emotional Needs.What is different about Good Service?
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Awareness regarding Products / Services.
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Distinguish between Reactive and Proactive Customer Service.
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Understanding Company Mission and working towards it.
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Learning to deliver Quality Customer Service.Performance Standards
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Setting customer service standards.
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Benchmarking against best practices in the region.Turn complaints into Opportunities
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Identify and deal with Customer Complaints effectively.
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Understand the benefits of Customer Complaints / Problems.
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5 Star approach to Customer Complaints / DifficultiesListening to Customers
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What is Listening Process?
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4 steps in Listening to customers
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How can we achieve positive results from Active Listening?Assertiveness and Good Service
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Types of Customers and their behaviour.
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Role of Staff in dealing with different types of Customers.Dealing with Internal CustomersWork Ethics and Sensitivities
Delivery Method:
Instructor-led classes with Exercises, Case Studies, Role Play. Quiz and Videotapes.
Related Training:
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Developing Effective Working Relationships.
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Dealing with Difficult Customers and Solving Problems.
