EXECUTIVE TRAINING PROGRAM

Effective Customer Service Skills

At the end of the workshop, everyone who participates will be better able to understand the concept of providing effective customer service as well as deliver great customer service that adds value to the company and the customers

• Concept of effective customer service

• How to develop a positive service attitude

• Understanding customers' needs, wants and expectations

• Face to face communication skills – styles, words, voice, cues, clues, sign , signals, face & body language,

• Effective speaking & listening

• Strokes, pacing and rapport

• Aggressive, Submissive & Assertive

• Facts, assumptions and opinions

• Problem - and solution centred approach

• Customers attitudes and how to handle them

• How to handle various customer service situations, including customer complaints

• Standard version : 4 (four) days

• Short version : 2 (two) days

• Lectures

• Discussions

• Individual and group exercises

• Case studies

• Activities

• Customer Service Personnel
• Marketing & Sales Personnel
• All those who need to improve their customer service skills