BETTER
CUSTOMER RELATIONS:
IMPROVED CUSTOMER SERVICE |
| a
one-day workshop |
| BETTER
CUSTOMER RELATIONS identifies who are your customers, what are the
standards of performance for your employees, what do your customers
expect, practice skills to improve basic customer service and deal with
difficult customers.
|
WORKSHOP
CONTENT
Unit
1: Customer Service
 |
Understanding
the customer service function |
|
Your
attitude is showing |
|
First
impressions |
Unit
2: Principles of Good Customer Service
|
Identify
the customer's needs |
|
Listening
and questioning |
|
Giving
feedback and building rapport |
|
Personal
appearance |
|
Communication
barriers |
|
Communication
styles |
Unit
3: Handling Conflict and Resistance
|
Understand
resistance |
|
The
angry customer |
|
Dealing
with emotions assertively |
|
Avoid
manipulations |
|
Win/win
resolution and reaching agreements |
Unit
4:
Dealing With the Stress
|
Internal
strategies to relieve stress |
|
External
strategies to relieve stress |
EXPECTED
OUTCOMES
At
the end of the training, the participant will be able to:
| 1. |
Identify
how his/her self-image influences the customer service function. |
| 2. |
Practice
8 principles of customer service, including identifying the customer's
needs through appropriate questioning. |
| 3. |
Use
listening and feedback techniques to improve service. |
| 4. |
Practice
methods of assertively dealing with angry customers and turning the
conversation into a win/win situation. |
| 5. |
Develop
strategies to deal with the stress that results from dealing with
difficult customers. |
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