Customer Service is good business

Introduction:

A company should prioritize providing excellent customer service because it is a key point of contact and a competitive advantage. The primary goals of customer service are client loyalty and customer retention for the organization’s objectives. Customer Service Representatives are the front liners who interact with customers on behalf of the organization. Customer service excellence is meeting and exceeding the customers’ expectation for maintaining sustainable positive customer experience and profits for the organization.

A form of promotion for businesses might be providing excellent customer service. Companies can reduce their costs associated with customer acquisition and develop loyal customer by providing excellent customer service. Loyal customers persuade other potential customers which is excellent free publicity for any business.

Customers perceive this as a favorable interaction when they witness customer service representatives acting proactively or taking quick action to guarantee their satisfaction. About 90% of consumers, according to research, believe that “taking ownership” is the key to a “WOW” customer experience.

For effective customer experience management, accurate client data must be maintained. You may better grasp the service standards for your company by listening to customer feedback.

Course Objective:

This training focuses on comprehensive skills and knowledge necessary for maintaining customer service standard. Course content covers guidelines, processes, and tools to develop customer-centric approach for becoming a successful customer service representative.

Training outcome: After successful completion of the training the participants will be able to:

• Learn the root skills to generate outstanding customer experiences.
• Ensure more consistent positive customer interactions.
• Maintain service standards align with organizational goal.
• Increase loyal customers.
• Create customer centric culture.

Contents of Training:

1. Understanding of Customer service & Customer

1. Characteristics of Good Customer Service,
2. Know your customer ( customer persona/ sales perspective)

1. Identification of customer needs : Customer experience management

1. How to identify and meet customer’s need/ expectation
2. Characteristics of healthy work relationship

1. Responding to customer requests professionally: Communication Skill

1. Nonverbal communication in customer dealings
2. Effective listening and questioning skill
3. Effective Sales Conversations, Up sale & Cross sale
4. Effective Writing Leads to Effective Support
5. SMS Communication etiquette

1. Recording customer requests professionally : Customer data management (CDM)

1. Steps of data management
2. Customer insight management.

1. Methods and processes of following up :

1. How to influence People
2. Effective follow-up technique with customer

1. Service mind set

1. Why first impression is important
2. How to handle Criticism
3. Handling Tough Customers & Complaints
4. key stages of after-sales support
5. Ways to delight customers after the sale.

Methodology:

• Interactive Lecture, Video clips, Role Play, Practical exercise, Question and Answer Session.