Introduction

Good customer service can be considered as the big differentiator between firms. While competing products are often similar and can anyway be easily duplicated, good customer service is a holistic system, requiring a sustained organization-wide effort, driven by the top and permeating all aspects of the organization culture. The resulting customer-centric organization becomes a formidable competitor whose model cannot be easily copied. In this course, we look at what it takes to build a customer centric organization.

Deliverables:

  • Describe the best practices of a world-class customer service provider
  • Develop a customer-focused mindset for continuous improvement
  • Identify key components that promote customer retention and loyalty
  • Measure customer service standards
  • Develop an understanding of internal and external customer expectations
  • Use the phone more effectively and leave professional voicemail messages
  • Communicate more effectively by utilizing active listening and questioning skills
  • Successfully apply the principles of persuasion to key negotiation situations
  • Give and receive feedback in a constructive manner
  • Understand the importance of written and electronic communication
  • Use nonverbal communication to make a positive first impression and build rapport quickly
  • Set SMART goals to increase productivity
  • Understand the importance of customer and organizational confidentiality
  • Utilize stress management techniques to increase job satisfaction
  • Use conflict resolution skills to work with difficult or demanding customers in a professional manner
  • Manage their emotions during stressful situations
  • Appreciate the importance of teamwork and maintaining a positive attitude

For whom:

CEOs, Client and Sales executives, Client Success Professionals, Marketing Managers, Brand Managers, CX managers and CRM Managers Entrepreneurs, and anyone else who truly cares for Clients and want to build outstanding client experiences.

Course Features

  • Duration : 2 day
  • Max Students : 1000
  • Enrolled : 0
  • Re-take Course : 0
  • Assessments : Self
Price :
₦ 20,000

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