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Course Outline
Customer Care Fundamentals
- The impact of a happy customer
- The value of the customer relationship
- Understanding customer expectations
Communication Essentials
- The dynamics of the communication process
- Common communication challenges
- Conveying exceptional service
Shaping Customer Perceptions
- Understanding that perception defines reality
- Building positive impressions
- Preventing negative perceptions
- Owning responsibility for outcomes
Engaging via Face-to-Face and Phone
- Practicing active listening
- Positing effective questions
- Interpreting information accurately
- Presenting solutions
Handling Varied Customer Profiles
- Applying the Platinum Rule
- Engaging assertive customers
- De-escalating angry customers
- Managing talkative customers
Drafting Impactful Emails and Letters
- Evaluating your writing style
- Applying the K.I.S.S. (Keep It Simple, Sweetheart) approach
- Utilizing active voice
- Crafting strong openings and closings
Requirements
Who Should Attend
- Managers
- Supervisors
- Team Leaders
- Contact Center and Customer Service Officers and Executives
- New Hires
- Prior experience in customer support is beneficial but not mandatory
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
