Customers can be demanding and sometimes even difficult. However, they are key to your business and providing the right customer service will set you apart from the competition. What is the right customer service? What are some of the best practices? Where should you focus your efforts? What should you do with difficult clients?
Customer service excellence
Conflict management
Building credibility
Key Competences
Communication skills
Effective listening skills
Influence & persuasion
The Right Programme for You
You are a customer service representative, technical or support executive or you work directly with clients. You need to focus on increasing customer satisfaction and retention in your organization.
Managers of teams including team leaders with up to 3 years' experience in this role
Managers
Managers of teams and departments with more than 3 years' experience in this role
Senior Managers
Managers of managers, countries, divisions, regions companies with more than 10 years of senior management experience
Highlights
Use and practice the 3 Cs of Customer Service Excellence - Credibility, Communication and Conflict Resolution.
Recognize how focusing on customers' expectations and needs can save time and reduce stress.
Learn how to really listen to your clients and understand their needs.
Learn, Practice and Use
Deliver better, faster service and increase customer satisfaction
Learn how to gain repeat business
Know what customers expect and want Increase your credibility with customers—and your value to your organization
Manage stressful situations more effectively
Recognize the signals of customer irritation—and how to respond appropriately and assist in quickly finding a workable solution to your customer’s problem
Respond quickly and efficiently to specific customer behaviours
Understand why customer satisfaction is based on perceptions
Learn how great customer service creates revenues
Share your knowledge and challenges with your peers and MCE's highly experienced faculty
Programme Details
Customer Service Excellence : How to win and keep customers is a 2 day hands-on training programme. It focuses on the key skills you need in your customer service role today – communication skills, managing conflict, builidng credibility, active listening and more. The programme is faciliated by an experience business professional.
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