Seminar Objective
The objective of the seminar is to understand the basic principles and the importance of quality customer service, as well as to acquire practical skills in customer service and customer management, with the objective of upgrading service delivery and customer service across a wide range of business activities.
Methodology:
After attending the seminar, trainees will have a comprehensive understanding and knowledge of the following:
- Basic Principles of Customer Service and Customer Management
- Managing Customer Requirements and Needs
- Marketing and Effective Customer Information Tactics
- Skills for Managing the “Difficult” Customer and Customer Dissatisfaction
- Developing Techniques for Improving Customer Service
- Successful Interpersonal Communication
- Conflict Management
- Total Quality Service Delivery
Who should attend:
The seminar is addressed to sales directors and executives, administrative executives and business owners.
Seminar Content:
- What Is Quality Customer Service
- How the Customer-Centric Philosophy Is Applied
- Why Customers Demand Quality Service
- Communication and Feedback
- Guidance and Discussion Techniques Based on the Question-and-Answer Method
- Active Listening
- Characteristics of Telephone Communication
- Forbidden Words and Phrases
- Customer Complaints and How They Should Be Managed
- How to “Produce” Delighted Customers
- Increasing Sales Through Customer Service