Customer Service Toolbox: Actively Engage Your Customers

INTRODUCTION

This course will equip you with Your Customer Service Toolbox, full of unique yet realistic and actionable best practices that you can immediately apply to your role as a customer service agent, from turning the angriest of customers into forever fans, to delighting customers to the point where they sing you a song, to tough customers who end up happy and loyal customers.

COURSE METHODOLOGY

This course is designed in the form of workshop which will includes a variety of learning tools to help participants function effectively and efficiently in a multifunctional environment through various methodologies including;

• Short lectures
• Brainstorming
• Case studies
• Group activities
• Role playing

COURSE OBJECTIVES

The attendees of this Certificate Program will be able to:

• Improve the five main abilities needed to handle client encounters successfully.
• Use a collection of communication skills, you can turn practically any client contact into a great experience.
• Manage the most typical client requests, employ a variety of communication strategies.
• Understand today’s corporate climate
• Understand the purpose and extent of customer service activities.

WHO SHOULD ATTEND THIS COURSE?

• CRM professional
• Executives
• Sales managers
• Business partners
• Managers
• Marketing professionals
• Customer service professionals
• Anyone who is seeking improvement in skills for enhanced performance and career development

TARGETED SKILLS

• Market analysis
• Customer orientation
• Customer service
• Customer experience
• Customer support
• Conceptual thinking
• Balanced decision making
• Quality orientation
• Understanding of prospects’ motivation
• Persuading others
• Engaging customers