Training Duration: 3 Days / 18 Hrs
Introduction to the Training:
In today’s dynamic business landscape, managing customer service with excellence and etiquette is a critical component that can significantly impact a company’s success. This training program has been meticulously designed to equip participants with the essential skills, knowledge, and strategies required to excel in customer excellence etiquette.
Over the course of three days, participants will delve into the foundational principles, practical strategies, and advanced concepts of customer service management. The program is structured to be interactive, engaging, and highly practical, ensuring that participants not only understand theoretical concepts but also gain hands-on experience through activities, discussions, and real-world simulations.
- Introduction to Customer Etiquette
- Customer Expectations and Needs
- Effective Communication Skills
- Building Rapport and Empathy
- Implementing Customer Service Strategies
- Customer Journey Mapping
- Problem Resolution and Conflict Management
- Customer service Technologies
- Team Building and Collaboration
- Customer Feedback and Continuous Improvement
- Leadership in Customer Service
- Metrics and Key Performance Indicators (KPIs)
- Understand the fundamental concepts of customer service, emphasizing its role in business success.
- Identify customer expectations and needs, fostering a customer-centric mindset.
- Develop communication skills, both verbal and non-verbal, to enhance customer interactions.
- Cultivate empathy and provide practical techniques for building strong rapport with customers.
- Considerate the customer journey and guide them in creating effective customer journey maps.
- Handlecustomer complaints effectively and manage conflicts with a customer-centric approach.
- Managecustomer service tools and technologies, emphasizing their role in improving customer experiences.
- Highlight the importance of teamwork in customer service.
- Analyze customer feedback, fostering a culture of continuous improvement in customer service.
- Develop leadership skills in the context of customer service, emphasizing the role of leaders in promoting a customer-centric culture.
- Use relevant customer service metrics and KPIs for performance measurement and improvement.