To be able to develop and implement appropriate skills to improve customer service quality.
Develop the customer service mindset
Understand customer needs and apply the learned skills to present products/services
Improve skills to communicate with customers in person and over the telephone
Coach other customer service personnel
Apply appropriate work ethics and values
The customer service mindset
Understanding customer needs, wants and expectations
Understanding unique customer service dimensions
What is proactive customer service?
Why do we need customer service?
Assess customer emotional needs
Effects of reactive and average service skills
Impact on company culture
Achieving customer service excellence vs. just meeting responsibilities
Products / services knowledge
Understanding market sentiments
Customer culture and traditions
Dealing with internal customers
Professional telephone techniques
How to answer the telephone with impact
Professional approach to incoming calls
Outgoing call management