Customer Service Excellence (Online)

COURSE DESCRIPTION

Customer Service is the sum total of what an organization does to meet customer expectations and produce customer satisfaction. Research shows that there is 82% chance that customers will repurchase from a company where they are satisfied. On the other hand there is 91% chance that poor service will dissuade a customer from ever going back to a company. This training is designed to highlight the importance of customer services to the training participants and to equip them with effective tools and techniques required for providing superior customer services.

LEARNING OUTCOMES

After the workshop, you will be able to:

• To highlight the importance of customer care for an organization
• To understand the concept of service quality for enhanced customer satisfaction
• To learn the effective tools and techniques for providing superior customer services
• To learn to handle dissatisfied and disgruntled customer

COURSE CONTENTS

• Fundamentals concepts in customer service
• The concept of Service Quality in serving the customer
• Achieving Service Quality for enriched customer experience
• Handling various forms of customer contact situations
• Handling Unsatisfied and angry Customer