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Course Outline
Customer Care Fundamentals
- The impact of customer satisfaction
- The inherent value of the customer
- Understanding customer expectations
Communication Essentials
- The mechanics of the communication process
- Overcoming common communication barriers
- Conveying exceptional service standards
Shaping Customer Perceptions
- The principle that perception defines reality
- Building favorable customer impressions
- Preventing negative perceptions
- Embracing accountability
Handling Face-to-Face and Phone Interactions
- Practicing active listening
- Positing effective questions
- Accurately interpreting information
- Presentation of viable solutions
Navigating Diverse Customer Profiles
- Application of the Platinum Rule
- Managing assertive clients
- Addressing angry customers
- Engaging with talkative clients
Drafting Impactful Emails and Correspondence
- Evaluating your personal writing style
- Applying the K.I.S.S. (Keep It Simple, Sweetheart) approach
- Utilizing active voice
- Crafting strong opening and closing statements
Requirements
Who Should Attend
- Managers
- Supervisors
- Team Leaders
- Contact Center Officers and Customer Service Executives
- Recently hired staff
- Familiarity with Customer Support Center operations 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
