COURSE DESCRIPTION
Customer service:
an introduction to customer service and it’s concepts
The competitive environment in the customer service
The importance of customer service in achieving corporate objectives
Customers tactics used in fruitful communication with customers.
Internal and external customer service:
The importance of internal and external service
The establishment of fruitful relations
Service profit chain
Managing customer expectations according to personal expectations.
Understanding your character and other personal styles patterns.
Dealing with customer requests objectively
Develop your communication skills to deal with a larger number of customers
The service levels provided to customers
Strategies and actions to satisfy customers
Dealing with different personalities patterns
Effective communication skills to deal with customers:
finding a method of communication between you and your customer
Developing a relationship with customers
Find rapprochement with customers easily to increase the influence
Effective telephone and mail communication terminology and skills
Inappropriate behavior with customers:
Understanding human emotions
Develop mental strategies to maintain the optimism and serenity
Use body language to control the psychological situation
Change your mental to avoid negative emotional reactions
Dealing with foul clients:
Discriminatory behavior of customers and deal with them effectively
Understanding Anger Management
Converting the customer’s anger into satisfaction to keep him using the system
Positive interaction with customers anger.
