Description: This course is designed to provide participants with the skills and knowledge necessary to deliver exceptional customer service. Participants will learn how to build trust and rapport with customers, understand their needs, and provide solutions that exceed their expectations. The course covers key concepts of customer care, effective communication techniques, and strategies for handling complaints and difficult situations. By the end of the course, participants will be able to enhance customer satisfaction and loyalty, ultimately contributing to the success of their organization.
Objectives:
- Gain an understanding of customer satisfaction.
- Build trust and rapport with customers.
- Understand the main concepts of Customer Care.
- Achieve a ‘win-win’ outcome with customers.
- Identify customer needs and requirements.
- Understand internal and external customer stress.
- Mirror customer behavior and avoid creating stress.
- Develop effective techniques for handling complaints.
- Differentiate between ‘telling’ and ‘selling’ with features vs benefits.
- Use appropriate telephone and active listening techniques.