Customer Service Mindset

Introduction:

This training program will provide each member of your customer service team with a big picture perspective of their potential, along with a highlighted awareness of their responsibility for achieving excellence and the choices and actions that will drive these result.

Program Objectives:

At the end of this program the participants will be able to:

• Analyze basic behavioral patterns of different customer personality profiles.

• Practice the skills for dealing with customers and handling their complaints.

• Understand the concept of service mindset and ways of developing it within their organization.

Targeted Audience:

• Managers.

• Supervisors.

• Employees whose duties involve contacting and dealing with internal and external customers.

Program Outlines:

Unit 1:

The Principles of Customer Service:

• Definition.

• Concepts of Customer Service.

• Serving the Internal and External Customer.

• Understanding the Needs of Internal and External Customers.

Unit 2:

The Principle Foundation for Superior Customer Service:

• Strong Relationship.

• Superior Service.

• Professional Behavior.

Unit 3:

The Customer Service Mindset:

• Components of the Mindset.

• Strategies for Building the Mindset among the Staff.

Unit 4:

Different Customers Personalities:

• Understanding Their Personalities.

• Tips for Dealing with Difficult Personalities.

Unit 5:

Attaining Customer Satisfaction:

• Meeting Their Needs.

• Exceeding Their Expectations.

• Delighting and Surprising Them.

Handling Customers Complaints:

• Types and Levels of Customer Complaints.

• Handling Complaints: Process and Behavior.

Effective Communication with Customers:

• Active Listening.

• Overcoming Communication Barriers.

• Reading Customer Body Language.