Customer Service Excellence: How to Win and Keep Customers
Customer Service Excellence: How to Win and Keep Customers
OBJECTIVES
By the end of the program, participants will be able to:
- Understand the importance of customer service in a competitive environment.
- Practice the techniques of managing customer expectations and delighting them.
- Agree on a strategy to recover from major drawbacks and regain the loyalty of customers.
WHO SHOULD ATTEND?
All those experienced in business, managerial and other kinds of negotiations, who wish to further develop their skills. The program is particularly suitable for those who have attended the “Win-Win Negotiation Skills” program.
COURSE OUTLINE
Customer Service
- Definitions and Concepts
Customer Service in a Competitive Environment
- Competition is More on Service Versus Products
- Establishing Winning Relationships
Customer Requirements for Quality
- What is Quality Service?
- Components and Gaps of Quality Service
- Quality Requirements
The RATER Model and Service Quality Indicators
- Analyzing the Factors of the RATER Model
Levels of Service Offered to Your Customers
- Managing Customer Expectations
- Strategies and Actions to Delight Your Customers
Professional Behavior with the Customer
- Treating Customers as Royalty
- The Power of Behavior
- Assertive Behavior Compared to Passive and Aggressive Behavior
Strategies for Service Recovery
- Measuring Customer Satisfaction
- Retaining Current Customers
- Recovering Lost Customers
- Attracting New Customers
Polish Your Perception Points
- Upgrading People Skills
- Improving Product Quality
Polishing Your Packaging