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Customer Service Training

  • Course Code:

    EK88-844
  • Course Duration:

    1 Day
  • Course Price:

    $600
  • Availability:

  • Overview & ObjectivesOpen or Close

    The Value of Customer Care
    Understand Customer Care
    Customer Care and Motivation
    Standing Out with Customer Care

  • Skills GainedOpen or Close

    After completing this course, students will know how to:

    • Acquire tools to provide quality customer service and make lasting impressions on customers.
    • Explore how customers define the success of your company, as well as a customer?s emotional behaviors, and how that sensitivity influences his or her decision making.
    • Discover techniques to increase customer satisfaction through your behavior, sensitivity, and respect.
    • Examine the techniques for providing service through face-to-face contact, the factors that contribute to the success of that contact, and the benefits of actively listening to your customers.
    • Identify the stages of customer management and recognize who your internal customers are. You will also explore value chain management and how to make positive long-term decisions that add value to your company.
    • Identify the guidelines for dealing with unreasonable and irate customers.
    • Take action to increase the loyalty of the customers you serve.
    • Increase sales via customer service.
  • Course ModulesOpen or Close
    Outline
    The Value of Customer Care
    Understand Customer Care
    Customer Care and Motivation
    Standing Out with Customer CareCustomers Define Success
    Trends in Customer Service
    The Customer Care Equation

    You Make the Difference
    The Human Touch
    Applying the Human Touch

    Customer Relationships
    Face-to-Face Contact
    Service Face to Face
    Benefits of Active Listening
    The Value of Complaints
    The Service Recovery Process

    Who Is the Customer?
    Customer Relationship Management
    Internal Customers
    Value Chain ManagementEngage Difficult Customers
    The Unreasonable Customer
    The Angry Customer

    Increasing Customer Loyalty
    Moments of Truth
    Analyze Moments of Truth

    Increase Sales via Service
    Sales Orientation
    Features and Benefits
    The Nature of Persuasion

  • PrerequisitesOpen or Close

    There are no prerequisites for this course.

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Phone: 1300 731 939
Suite 513, Level 5 Westfield Office Tower
159-175 Church Street Parramatta NSW 2150
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