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コース概要
Day One
Introduction to Customer Care Strategy
- Describing customer service
- Identifying customer expectations
- Providing excellent customer service
- Building competitive advantage
Customer Care Process
- Customer contact model and service standards
- Creating lasting first impressions
- Building and maintaining contact with customers
- Using positive language and tone of voice
Building company’s brand
- Brand image on the market
- Active listening and responding
- Golden Circle as a core model
Day Two
Handling customer requests
- Identifying challenging customer requests
- Responding to challenging customer requests assertively
- Assertive techniques
- Managing emotions during stressful situations
Handling complaints
- Dealing with difficult situations
- Resolving problems
- Coping with unsatisfied customers
- Conflict resolution strategies
Service recovery
- Turning disappointment into delight
- Identifying the nature of customer complaints
- Responding to customer complaints
Day Three
Building customer relationships
- Relationship triangle – trust and loyalty
- What differentiates us from our competitors?
- Identifying ways to add value and exceed customer expectations
Understand ourselves and others
- Types of personality
- Communication with different personality types
- Psychological client’s typology
Effective Communication
- Process of communication
- Practical skills to communicate open
- Verbal and non-verbal language
- Open question in Customer Care Strategy
Applying the learning
- Review of learning
- Action planning for participants
要求
None
21 時間
お客様の声 (5)
SMART Goal session was the most enjoyable part of the training that helped me manage my time properly. it helps me set my goal clearer and i could really see that setting SMART Goal can relate to almost everything such as Finance, Social Life, Career and Personal Growth.
Manot Sae - MVCI (Thailand) Limited
コース - Workshop: Boost your productivity with this new method!
実りあるトレーニングをしてくれたアビ・トレーナーに感謝します。受講者全員のことをよく知ろうとしてくれたので、私たちのニーズに合ったトレーニングができたと思います。理論とアクティビティがバランスよく組み込まれていて、私たちを飽きさせない工夫が素晴らしかったです。また、内容が要点に即しており、簡潔であったこと。
Rainey Clarecia - Talentvis
コース - Communicating and Influencing - For Managers and Team Leaders
Machine Translated
ホストの寛容さ、ユーモアのセンス、アプローチ、知識
Justyna - e-file
コース - Mindfulness Workshop
Machine Translated
専門家と personal の両方の観点から有益な経験でした。トレーナーは非常に知識が豊富で、仕事だけでなく私生活でも役立つ重要な情報を提供してくれました。私は自分自身と周りの人々の性格的特徴を振り返り、それらを通じて自分自身に利益をもたらしたり、改善したりすることができました。ストレス管理演習はシンプルで、実践するのに役立ちました。
Sara Sertori - ASSTRA Forwarding AG
コース - Stress Management and Prevention
Machine Translated
Due to the activities from each content, I understood their main ideas/ concepts very well within a short time. I would like to say that the activity reflects on not only our current situation but also how to advance the skill & knowledge effectively and efficiently.
