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OBJECTIVE:
- Recognizing the customer service importance.
- Understanding the benefits of providing customer service.
- Recognizing that excellent service means satisfying comprehensively the customer needs.
- Learning the requirements for a comprehensively customer satisfaction (internal and/or external).
BASIC COURSE INFORMATION:
ADDRESSED TO:
Managers, sales executives, customer service staff, call centers and all areas involved in the selling process.
DEVELOPING COMPETENCIES
Customer service, business spirit, listening, company sensitization and communication.
SYLLABUS
I. INTRODUCTION SESSION
A. Course Objectives and Program
B. Participants Expectations
II. INTEREST FOR THE CUSTOMER
A. Service Power
B. You can Make the Difference
III. PEOPLE’S PERSONAL AND PRACTICAL NEEDS
A. Exercise
IV. SERVICE FORMULA
A. Preparation + Interaction + Follow up = Service Excellence
B. Practical Exercise
V. SERVICE PROCESS
A. Attending to the Person
B. Clarifying the Situation
C. Need Comprehensive Satisfaction
D. Ensuring Customer Satisfaction
E. Exercise: Role Plays
VI. DAILY SERVICE EXCELLENCE
A. Consistency
B. Exercise
VII. OPPORTUNITIES FOR AN EXTRAORDINARY SERVICE
A. Identifying Opportunities
B. CEAA Process
C. Calming him/her down, Listening to him/her
D. Empathizing
E. Apologizing
F. Acting
G. Exercises: Role Plays
VIII. WHO IS PART OF THE TEAM?
IX. SERVICE BASIC BELIEFS
A. Exercise: Commented Reading
X. CONCLUSION AND COMMITMENT
BENEFITS
Enriching customer service abilities to reach company’s goals.
Identifying the best way to carry customer service basic activities for the company.
Easing and standardizing the customer service application.