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Customer Relations and Servicing Training

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Madrid 20-07-2019
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Customer Relations and Servicing Training


Overview

Introduction:

This training course is designed to provide the participants with an extensive understanding of Customer Relations and Servicing. Our expert trainers will equip the participants with the necessary skill sets required to manage any scenario related to customer relationship and services. The training will include a thorough understanding of customer needs and behaviour as well as roleplays and activities to demonstrate how most situations involving customer service inquiries can be dealt with.

By completing this course, participants will be able to:

  • Identify the different elements and aspects of Customer Relations and Servicing,
  • Have a proper understanding of Customer Behaviour and Needs and how to cater to them,
  • Demonstrate excellent customer handling and relation building skills,
  • Respond effectively and accurately to typical customer demands and expectations,
  • Be able to turn a prospective customer into an existing client for the business through positive customer service,
  • Handle customer suggestions and complaints effectively and be able to provide appropriate resolutions in a timely manner.

Contents:

Overview of Customer Relations and Servicing

  • An introduction to Customer Relations and Servicing
  • Various elements of customer relations and servicing
  • Different types of customers; ways to handle each type of customer
  • Assess customer behaviour and needs
  • Dealing with positive as well as negative feedback

Importance of Customer Relations and Servicing

  • Importance of customer relations and servicing important
  • How does an organization benefit from positive customer relations?
  • Understand the various aspects of providing positive customer service
  • How to gage what a customer is actually looking for?
  • How to increase your credibility with customers?

Basic elements and aspects of Customer Relations and Services

  • Overview of Customer Relations and Servicing
  • Assessing customer behaviour to provide efficient services
  • Demonstrate ownership of a specific customer problem and create trust between you and the client
  • Most important skills a professional should possess in order to deliver positive customer experience

Analyse and Manage Customer Behaviour

  • Overview of different types of customer
  • Differentiating between what customers want as compared to what you think they want
  • How to meet and exceed customer expectations?
  • How to retain customers for long-term association?
  • How to set, monitor, and influence customer expectations?

Appropriate Product Knowledge

  • How is product knowledge important in ensuring proper customer service?
  • Do these have to be correlated?
  • Can you deliver basic customer service experience without product knowledge?
Effective Listening Skills
  • Difference between hearing and listening
  • Identifying the elements and types of listening;
  • Benefits of good listening skills
  • Various barriers to active and effective listening
  • Overcoming the barriers to active and effective listening

Interpersonal Skills

  • Overview of interpersonal Skills
  • Need and importance of interpersonal skills
  • Various kinds of interpersonal skills
  • Tips to develop and improve these skills.

Telephonic Vs. In-Person vs. Email Customer Handling

  • Basic telephone etiquettes – greetings, call transfers, call hold, choice of words, call wrap up
  • Basic email etiquettes – Salutation, Email Tone, Clarity in language, Ownership and assurance, email closure
  • How is handling a customer different in all three cases; which is easier to handle?
  • What sort of telephone etiquettes do you need to demonstrate a positive experience on a call?
  • How to convey professionalism over a call/e-mail/in-person?

Escalations

  • How to identify an irate customer over a needy customer?
  • How to handle negative feedback and complaints?
  • How to use “service no” politely and most effectively without raising dissatisfaction amongst customers?
  • Knowing the length and limit of what services can you offer to a customer
  • How to escalate cases that are beyond your expertise to superiors?

Roleplays and activities

This session is to engage every participant in roleplays based upon day-to day customer service scenarios and to examine their level of understanding of the training. All participants will further be given individual as well as group activities to display their intake on customer relation and servicing skills.

 

Who should attend?

The Customer Relations and Servicing Training is designed for Customer service professionals who wish to develop and hone their customer handling skills in order to deliver not only positive but excellent customer experience to their customers. This course is also suitable for any professional who is engaged in customer interaction in any way on a regular basis.

Available Dates

Venue Date Duration  
Prague 02-03-2019 5 days More Info
Prague 16-03-2019 5 days More Info
Madrid 13-04-2019 5 days More Info
Madrid 27-04-2019 5 days More Info
Munich 11-05-2019 5 days More Info
Munich 25-05-2019 5 days More Info
Zurich 22-06-2019 5 days More Info
Prague 06-07-2019 5 days More Info
Madrid 20-07-2019 5 days More Info
Istanbul 03-08-2019 5 days More Info
Madrid 17-08-2019 5 days More Info
Prague 31-08-2019 5 days More Info
London 14-09-2019 5 days More Info
London 28-09-2019 5 days More Info
Madrid 12-10-2019 5 days More Info
Istanbul 26-10-2019 5 days More Info
Zurich 09-11-2019 5 days More Info
Munich 23-11-2019 5 days More Info
Istanbul 07-12-2019 5 days More Info
Prague 21-12-2019 5 days More Info
London 04-01-2020 5 days More Info
Madrid 18-01-2020 5 days More Info
London 01-02-2020 5 days More Info
Prague 15-02-2020 5 days More Info
Munich 29-02-2020 5 days More Info

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