課程目錄:Customer Care Strategy培訓
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          Customer Care Strategy培訓

         

         

        Day One
        Introduction to Customer Care Strategy
        Describing customer service
        Identifying customer expectations
        Providing excellent customer service
        Building competitive advantage
        Customer Care Process
        Customer contact model and service standards
        Creating lasting first impressions
        Building and maintaining contact with customers
        Using positive language and tone of voice
        Building company’s brand
        Brand image on the market
        Active listening and responding
        Golden Circle as a core model
        Day Two
        Handling customer requests
        Identifying challenging customer requests
        Responding to challenging customer requests assertively
        Assertive techniques
        Managing emotions during stressful situations
        Handling complaints
        Dealing with difficult situations
        Resolving problems
        Coping with unsatisfied customers
        Conflict resolution strategies
        Service recovery
        Turning disappointment into delight
        Identifying the nature of customer complaints
        Responding to customer complaints
        Day Three
        Building customer relationships
        Relationship triangle – trust and loyalty
        What differentiates us from our competitors?
        Identifying ways to add value and exceed customer expectations
        Understand ourselves and others
        Types of personality
        Communication with different personality types
        Psychological client’s typology
        Effective Communication
        Process of communication
        Practical skills to communicate open
        Verbal and non-verbal language
        Open question in Customer Care Strategy
        Applying the learning
        Review of learning
        Action planning for participants