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In this course, participants will learn the factors that will cause a customer to recommend a company to their family and friends. In today’s global competitive market, we need to focus on building loyal customers who will then become organic ambassadors for a brand/company.


Course Objectives:

By the end of the program, participants will have/be able to:

  • Understand the factors that make a company most recommended
  • Apply skills and techniques to enhance customer experience
  • Adopt a consistent, professional style when speaking with customers
  • Developed skills in engaging with customers and handling enquiries effectively
  • Listened effectively, asked questions and summarised to respond satisfactorily to a customer request
  • Identified creative ways by which they can add value to customer relationships and exceed expectations
  • Practised how to turn customer service disappointment into a positive experience

Course Outline:

  • Self-assessment of present customer service skills
  • Understanding your customers’ needs
  • Following the customer journey
  • Defining service excellence
  • The value of service standards
  • Capturing the voice of the customer
  • Excellence in customer relations
  • Practising service excellence leadership
  • Designing employee engagement approaches to maximise internal and external customer satisfaction

Who should Attend?

Professionals seeking training in customer service and customer care. (The majority of participants attending our customer services courses are employed in customer facing or customer support roles, and seek to develop their customer service skills and behaviours)


General Notes

  • All our courses can be facilitated as Customized In-House Training course.
  • Course duration is flexible and the contents can be modified to fit any number of days.
  • As for Open Enrolment Courses, we offer our clients the flexibility to chose the location, date, and time and our team of experts who are spread around the globe will assist in facilitating the course.
  • The course fee includes facilitation, training materials, 2 coffee breaks, buffet lunch and a Certificate of successful completion of Training.
  • FREE Consultation and Coaching provided during and after the course.
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Course Curriculum

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