(Click Category to List Courses)
25 - CMR - Customer Relations
MCR 110 - Service Excellence
| Code | Start Date | Duration | Venue | |
|---|---|---|---|---|
| MCR 110 | 24 April 2023 | 5 Days | Istanbul | Registration Form Link |
| MCR 110 | 19 June 2023 | 5 Days | Istanbul | Registration Form Link |
| MCR 110 | 14 August 2023 | 5 Days | Istanbul | Registration Form Link |
| MCR 110 | 09 October 2023 | 5 Days | Istanbul | Registration Form Link |
| MCR 110 | 04 December 2023 | 5 Days | Istanbul | Registration Form Link |
Please contact us for fees
Course Description
Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance. This excellence service training course gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.
Course Objectives
- Identify the key concepts in relation to providing customer service excellence
- Review, refine and develop further both the skills and processes required to ensure excellent customer service
- Establish the skills required to identify new or additional sales opportunities
- Practise these skills in a number of customer service situations
Who Should Attend?
- Help-desk and End-user Support Professionals
- Managers
- CEOs
- Anyone who wants to provide an excellent service to his customers
Course Details/Schedule
Day 1
- Review of customer service standards
- Excellent customer service
- Barriers to excellence – additional support required
- Your customers: Internal and external
- Developing customer's relationship
- Building rapport
- Demonstration empathy
Day 2
- The Priority Matrix
- Focusing on priorities to achieve objectives
- Revising priorities
- Consideration of impact and benefit
Day 3
- Mastering the telephone
- Essential communications skills
- Internet customer service skills
- Active listening: questions, statements and objections
- Additional customer care channels and Internet customer service skills
- Presenting bad news or saying ‘no’ in a positive manner
Day 4
- Creating a professional image – environment / use of phone / email / messages
- Structuring expectations
- Identifying additional sales opportunities
- Time Management Strategies.taking control of your time: time analysis, task identification, task analysis and time prioritization
- Customer specific scenarios with feedback and coaching
Day 5
- Stress management strategies
- Discussion: What is stress? What causes stress?
- Managing stress (or even eliminating stress)
- Action planning
- Evaluation
- Summary
