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24 - CMR - Customer Relations


MCR 105 - Customer Service Skills

Code Start Date Duration Venue
MCR 105 03 October 2022 5 Days Istanbul Registration Form Link
MCR 105 26 December 2022 5 Days Istanbul Registration Form Link
Please contact us for fees

 

Course Description

Customer service skills training course is specifically designed to develop the participants’ skills and behaviours to offer exceptional customer care. It also empowers participants to provide effective solutions to customer facing problems, when they arise.

 

Course Objectives

  • Adopt  consistent, professional style when speaking with customers
  • Develop skills in engaging with customers and handling their enquiries effectively
  • Listen effectively, ask questions and summarize to respond fully to customers' requests 
  • Identify ways that can add value to customer relationships and exceed expectations
  • Practise how to turn customer's disappointment into a positive experience

Who Should Attend?

  • Supervisors
  • Executives
  • Managers
  • Anyone who is or will be responsible for customer service

Course Details/Schedule

Day 1

  • Defining Customer Service
  • Customers Service from the point of view of the employee  
  • Sharing our own experiences of good and bad service
  • Responsibility for customer service
  • Stepping into your customers’ shoes

Day 2

  • Handling customer enquiries
  • Customer contact model and service standards
  • Creating lasting first impressions
  • Building and maintaining rapport
  • Using positive language and tone of voice

Day 3

  • Establishing customer needs and responding to requests
  • Questioning
  • Active listening – including taking notes
  • Handling work based customer requests
  • Identifying challenging customer requests
  • Responding to challenging customer requests assertively

Day 4

  • Service recovery
  • Turning disappointment into delight
  • Identifying the nature of customer complaints
  • Responding to customer complaints
  • Introducing colleagues to resolve customer service issue

Day 5

  • Complaint handling practice
  • Building customer relationships
  • Relationship triangle – trust and loyalty
  • Excellence over competitors
  • Identifying ways to add value and exceed customer expectations