Customer Profiling Techniques & Proceed

MR111

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The Customer Service workshop will look at all types of customers and how we can serve them better and improve ourselves in the process. Your participants will be provided a strong skillset including in-person and over the phone techniques, dealing with difficult customers, and generating return business.

· State what customer service means in relation to all your customers, both internal and external

· Recognize how your attitude affects customer service

· Identify your customers’ needs

· Use outstanding customer service to generate return business

· Build good will through in-person customer service

· Provide outstanding customer service over the phone

· Connect with customers through online tools

· Deal with difficult customers

This program is designed for marketing and sales representatives, managers and directors, and small business owners who have not had formal marketing training. The program is also recommended as an excellent preparation for persons expecting to assume marketing responsibilities.

Who We Are and What We Do
Who Are Customers?
What Is Customer Service?
Who Are Customer Service Providers?
Establishing Your Attitude
Identifying and Addressing Customer Needs
Understanding the Customer’s Situation
Generating Return Business
In-Person Customer Service
Giving Customer Service over the Phone
Providing Electronic Customer Service
Recovering Difficult Customers
Understanding When to Escalate
Dealing with Legal and Physical Threats
Ten Things You Can Do to WOW Customers Every Time

Presentation & Slides
Audio Visual Aids
Interactive Discussion
Participatory Exercise
Action Learning
Class Activities
Case Studies
Workshops
Simulation

Terms & Conditions

ACTrain reserves the right to alter the Course Schedule without Prior Notification, Fees Quoted are Subject to Terms & Conditions Outlined in ACTrain's Registration Policy