Facebook Linkedin Instagram Twitter
  • Who We Are
  • What We Do
  • Programs
  • Duration: 2 Days
  • Mode: Face-to-Face

Overview

The goal of this training is to provide to become more professional and effective in the way
they handle both face to face and telephone service when dealing with internal and external
customers. Delegates will understand the impact on them and their organisation of providing
the best possible service learning to communicate with customer’s in a professional and
effective manner.

Eligibility

  • Employees in Customer Service, Sales, or Front Office roles
  • Staff handling direct customer interactions (in person or via phone)
  • Executives to Manager Level professionals

Course Objective

  • Improve communication and service delivery with customers
  • Handle challenging situations confidently and professionally
  • Enhance customer satisfaction and loyalty
  • Use feedback and complaints for continuous improvement

Course Content

  • Understand the benefits of implementing a quality service approach
  • Identify customer needs and provide the best available service
  • Provide a fit to meet customer needs
  • Implement appropriate strategies for meeting changing customer needs
  • Handle requests that cannot be met, or outside the scope of their responsibility
  • Turn difficult customers/situations into opportunities for the organisation
  • Professionally communicating with difficult customers
  • Identify the hot spots that cause customer frustration
  • Four levels of customer service
  • Identifying current service levels within the organisation
  • Solutions to providing exceptional levels of service at all times
  • Aligning customer service to service delivery
  • Role Play
  • Recap
  • Q & A

Outcomes

At The end of the Course the Learner Will:
  • Doing things right when a customer complains
  • Being proactive while dealing with customers’ concerns
  • Using customer complaints to improve service and understanding the importance of customer feedback
  • Understanding the customer’s behavioural style and ways of appropriately communicating with them
  • Using calm and controlled responses to generate a win-win outcome
  • Focusing on the issue/problem and not on the individual customer

Certification Criteria

  • Attendance – 100% Min
  • Assignment completion – 100%
  • Post-test assessment score – 70% Min
  • Duration: 1 Day
  • Mode: Face-to-Face
  • The programs will be certified by TVSTS.

Register Now

Register Now

Apply For Job

Upload supported files Doc & PDF

Online Courses Registration

Apply For Job

Upload supported files Doc & PDF.
  • Corporate Training - B2B
  • Training – Onsite & Online
  • Consultancy & Management
  • BFSI
  • Educational Outreach Program - B2E
  • Manpower Solutions
  • Contract Staffing
  • NAP
  • LEAD
  • Our Facilities
  • Career
  • Ongoing Programs