The Customer Service Mindset
The Customer Service Mindset
Objectives:
By the end of the program, participants will be able to:
- Analyze basic behavioral patterns of different customers’ personality profiles.
- Practice the skills for dealing with customers and handling their complaints.
- Understand the concept of service mindset and ways of developing it within their organization.
Who Should Attend?
All managers, supervisors and employees whose duties involve contacting and dealing with internal and external customers.
Course Outline:
Definition and Concepts of Customer Service
Serving the Internal and External Customer
The Principle Foundation for Superior Customer Service
- Strong Relationship
- Superior Service
- Professional Behavior
The Customer Service Mindset
- Components of the Mindset
- Strategies for Building the Mindset Among the Staff
A Profile of Different Customers Personalities
- Understanding Their Personalities
- Tips for Dealing with Difficult Personalities
Attaining Customer Satisfaction
- Meeting Their Needs
- Exceeding Their Expectations
- Delighting and Surprising Them
Handling Customers Complaints
- Types and Levels of Customer Complaints
- Handling Complaints: Process and Behavior
Effective Communication with Customers
- Active Listening
- Overcoming Communication Barriers
- Reading Customer Body Language