Customer Service Mindset
Overview:
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:
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Analyze basic behavioral patterns of different customer personality profiles.
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Practice the skills for dealing with customers and handling their complaints.
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Understand the concept of service mindset and ways of developing it within their organization.
Targeted Audience:
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Managers.
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Supervisors.
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Employees whose duties involve contacting and dealing with internal and external customers.
Program Outlines:
Unit 1:
The Principles of Customer Service:
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Definition.
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Concepts of Customer Service.
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Serving the Internal and External Customer.
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Understanding the Needs of Internal and External Customers.
Unit 2:
The Principle Foundation for Superior Customer Service:
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Strong Relationship.
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Superior Service.
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Professional Behavior.
Unit 3:
The Customer Service Mindset:
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Components of the Mindset.
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Strategies for Building the Mindset among the Staff.
Unit 4:
Different Customers Personalities:
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Understanding Their Personalities.
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Tips for Dealing with Difficult Personalities.
Unit 5:
Attaining Customer Satisfaction:
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Meeting Their Needs.
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Exceeding Their Expectations.
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Delighting and Surprising Them.
Handling Customers Complaints:
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Types and Levels of Customer Complaints.
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Handling Complaints: Process and Behavior.
Effective Communication with Customers:
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Active Listening.
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Overcoming Communication Barriers.
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Reading Customer Body Language.