Customer Service Solution

Customer Service Solution

Customer Service Solution
Business meeting

Customer Service is everything and anything that touches a customer – directly or indirectly. It means servicing customers and it’s so much more than just solving problems or addressing complaints. Customer service is also part of a holistic customer experience that is capable of providing a critical competitive advantage in today’s increasingly cluttered and commoditized marketplace. – Joseph Jaffe, a South African author.


source url An organization that values good customer service may spend more money in training employees than the average organization, with a view to gaining competitive advantage.

click here The course is designed to enable participants:

  • Evaluate objectives of Excellent Customer Service
  • Understand roles and responsibilities of every staff in excellent service delivery
  • Learn the right attitude of excellent service
  • To know the required skill with a view to enhancing the customer service skills of the participants
  • Learn the effective methods of handling customers complaints

go Target Audience:

  • Front Office Staff
  • Unit Heads
  • Supervisors and Would-be supervisors
  • Managers and would-be managers

Module 1

  1. What is Customer Service
  • Use of Language
  • The Art of Asking Questions
  • Your customer Service Attitude
  • How to achieve Customer Satisfaction
  • Understanding Customer Expectations
  1. Who is a customer?
  • Former/Existing/Potential
  • Internation/External
  • Loyal
  • Discount
  • Impulsive
  • Need based
  • Wandering
  1.  Complaint based categorization of customers
  • The meek customers
  • The aggressive
  • The high-roller
  • Rip-off customer
  • The chronic-complainer
  1.  Customer Satisfaction Vs Customer Service Excellence
  • What makes the difference?
  • What’s the impact?
  • Opinion of Authors
  • Assertionof customers

Module 2

  1. Customer Service Goals and Orientation
  • Improving and closing sales
  • Solving problems
  • Cost control
  1. Win-Win Approach
  • Negotiating with customer
  • Partnering to win
  1. Skills required to deliver excellent customer service
  • Ability to empathize
  • Clear verbal communication skills
  • Personal emotions management skills
  • Ability to listen closely to customers
  • Ability to memorize and explain protocol and guidelines
  • Time management skills
  • Passion for service
  • Appreciating human psychology

go to link Module 3

  1. Mode of customers complaints and their impact on the business
  • Customer’s ‘love’ letters
  • Verbal communication to employees
  • Phone calls
  • E-mail and SMS
  1.  New generation Approach
  • Help Desk – Live Help
  • Human to Human contact
  • Online E-service/ self service
  1.  Scenarios and case studies
  • Customer fault
  • Company mistakes
  • Abusive situations