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Communication

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Communication

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Customer Focused Engagement Skills

Customer Focused Engagement Skills

Duration (Days)

2

Overview

This course is designed for customer service related industry in order to groom employees to serve customer better with a strong skill set including in-person & over the phone techniques, dealing with difficult customers, and generating return business.

Objectives

  • Recognize how attitude affects customer service.

  • Put customers as priority and go an extra mile to satisfy them.

  • Use outstanding customer service to generate return business.

Course Outline

  • Customer service and customers

  • Establishing positive attitude

  • Power of a smile

  • Staying energised and positive

  • Identifying and addressing customer needs

  • Understanding the customer’s situation

  • Staying outside the box

  • Going the extra mile

  • Generating return business

  • Addressing complaints

  • Turning difficult customers around

  • Be-spoken service

  • Telephone etiquette

  • Recovering difficult customer

  • De-escalating anger

  • Dealing with vulgarity

  • Coping with insults

  • WOW Customers

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