Certified Customer Service Executive
Certified Customer Service Executive
Objectives:
By the end of the program, participants will be able to:
- Understand the importance of customer service culture in a competitive environment.
- Practice the techniques of managing customer expectations and delighting them.
- Understand the process of managing a customer complaint system.
- Agree and practice strategies for service recovery aimed at regaining customer loyalty.
- Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.
Who Should Attend?
Managers/Supervisors and senior customer service staff.
Course Outline:
Definitions and Concepts of Customer Service
The Role of the Customer Service Executive
Principle Foundation of Superior Customer Service
- Strong Relationship
- Superior Service
- Professional Behavior
A Profile of Different Customer Personalities
- Ways of Dealing with Them
Managing a Customer Complaint System
- Types of Complaints
- Professional Behavior in Complaint Handling
- Complaint Management Standards
- Elements of a Complaint Management System
Attaining Customer Satisfaction Through Quality Measures
- Components of Quality Service
- Elements of the RATER Model
Managing Customer Expectations
- Strategies and Actions to Delight Your Customer
Strategies for Service Recovery from a Major Crisis
- Analyzing the Reasons for the Crisis
- Taking Action to Raise the Level of Customer Loyalty by Dealing with the Crisis
Customer Relationship Management
- Definitions and Concepts
- CRM and Customer Service
Developing a Customer Service Culture within Your Organization
- The Mindset and the Toolset
- Polishing Your Perception Points
- Keeping Track of Service
Effective Communication with Customers
- Active Listening
- Overcoming Barriers to Effective Communication with Them
- Reading Their Body Language