Methodology

This course uses interactive techniques like brief presentations by the consultant and questions, both written and oral, case studies, role-plays, exercises.

Course Objectives

By the end of the course, participants will be able to:

Define customer service and break it down to its most basic dimensions to understand the new service landscape and its modern requirements

Explain the framework for successful customer service and use it to deliver excellent levels of service consistently

Determine fundamental technical and behavioral aspects of exceptional customer service to deal with different types of customers and become a service superstar

Discuss and practice customer empathy and research techniques for optimizing customer communication and loyalty

Explore virtual customer service tools to enhance customer loyalty and service effectiveness

Target Audience

Managers, supervisors, customer service staff, and staff in departments who deal directly with external customers or whose job is to support other entities or employees inside the organization.

Target Competencies

Communicating with customers

Customer-centricity

Emotional control

Empathy

Adaptability and flexibility

Perceptiveness

Resilience