Objectives

• Excel in customer service to stand out from the competition and to project the best image

• Evaluate your current methods and enrich yourself with new practical and efficient ideas for better customer management

• Understanding and dealing with diverse behaviors of its customers
  

• Improving human relations and communication skills with clients

• Develop the best approach possible through the best communication techniques with customers by telephone, face-to-face and email
  

• Identify concrete actions needed to improve client service and strategies to defuse difficult situations
  

Contents

• The link between client service and the image of the organization

• The impacts of quality service both internal and external

• Present relationship challenges and how to face them successfully: by telephone, face-to-face and email

• 5 key factors of businesses that succeed

• How to create harmonious and service-oriented contact with the client

• How to face difficult clients

• An intelligent approach

• How to measure client satisfaction?

• 5 customer loyalty strategies
  

• 5 typical situations you should know about

• Attitude makes the difference in success

• The 5 necessary steps of quality service

• The 5 Golden Rules

• Key behaviours that ensure smooth continuing business relationship

• Proper presentation of information to a client to set the tone for successful contact

• The interpersonal communication with the customer
  

• Integration exercises and role-playing

• Developing your personal action plan

Information