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Course Outline
Customer Care Basics
- The impact of a satisfied customer
- The value of retaining a customer
- Understanding customer expectations
Communication Fundamentals
- The mechanics of communication
- Overcoming communication barriers
- Delivering exceptional service through communication
Managing Customer Perceptions
- How perception shapes reality
- Building positive impressions
- Preventing negative perceptions
- Assuming responsibility for outcomes
Responding Face-to-Face and by Phone
- Practicing active listening
- Techniques for asking effective questions
- Interpreting client information accurately
- Presenting viable solutions
Dealing with Different Customer Types
- Applying the Platinum Rule
- Engaging with assertive customers
- De-escalating angry customers
- Managing talkative customers
Writing Effective Emails and Letters
- Evaluating your current writing style
- Applying the K.I.S.S. (Keep It Simple, Sweetheart) strategy
- Utilizing active voice
- Crafting effective openings and closings
Requirements
Who Should Attend
- Managers
- Supervisors
- Team Leaders
- Officers and Executives in Contact Centers or Customer Services
- New Joiners
- Background knowledge in Customer Support is beneficial but not required
14 Hours
Testimonials (3)
I especially appreciated the instructor’s ability to give thorough, well-explained answers to questions specific to my personal situation.
HASAN TAHA URLU - Huber Turkiye
Course - Assertiveness
interaction and discussion with each other in different groups, together with some games.
- Netherlands Business Support Office (NBSO) Indonesia
Course - High-Impact Communication Skills
Training was tailored to my needs
