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What Customers Really Want And How To Help Your People Deliver It by handbook: 1:36pm On Jun 01, 2012 |
Are you a business professional who needs some practical skills that will help to boost business performance or are you a technology specialist looking to enhance your soft skills to complement your technical prowess? Either way, there is a Business IT Nigeria course/workshop meant for you. Course Title: What Customers Really Want and How To Help Your People Deliver It Description: What is extraordinary customer service? We have all experienced it and, most likely remembered it. In this course participants will explore the concepts and benefits of superb customer service. Individuals will learn ways of building positive rapport with various types of customers and then apply those skills in activities and exercises throughout the course. They will dive deeper into workplace communication by examining the do’s and don’ts of technology, and how to use these advances to further their customer alliances. Further groups will practice learned skills in dealing with difficult situations and making every interaction a positive experience. Audience: Professionals whose responsibilities require direct or indirect interaction with customers. For example, customer service professionals, receptionists, product support professionals, sales and marketing professionals, etc Prerequisites None. Number of Days 1 day Content: 1. Extraordinary Customer Service: Working Definitions Defining extraordinary service Who is your customer? Building and exceeding service standards 2. What Constitutes Extraordinary Service “Moments of truth” Legends of service greatness 3. Return on Service Investment Service transactions Lifetime value of a customer What is the cost of poor service? Why customers leave 4. Building Customer Rapport Controlling the call Communicating in a clear and simple manner Active listening skills Combining words, tone of voice and body language Questioning technique do’s and don’ts 5. Influential Communication Setting expectations “Door-opener” phrases Saying “no” positively Providing explanations (law, policy, etc.) plainly but pleasantly 6. Keeping Cool When the Customer is Angry Five proven techniques for keeping calm How to calm an angry customer Recovery strategies Avoiding burnout Venue: 10 Adebo Close, Off Wilmer Street, Town Planning Way, Ilupeju Date & Time Saturday, June 23, 2012 Time: 9am – 5pm Training Fee ₦28,000 Inquiries Call 08164459492 |
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