In this course, you will be able to learn the importance of practicing excellent customer service and how you can apply it in dealing with your clients. You will also learn in this course how to manage the expectations of your clients and how to deal with customer complaints

You Will Learn How To

Understand the importance of customer service

• Apply customer service skills to satisfy your clients
• Use effective communication in handling clients
• Develop skills in managing client expectation

Course Outline

• Definition
• Identifying and Understanding your customers
• Definition of Excellent Customer Service

 

Focusing on the Customers
 

• Importance of having a customer-centric attitude
• Creating a positive first and last impression
• Identifying and attending to the needs and concerns of your clients

 

Building Rapport with your Customers
 

• Personal Impact
• Understanding Individual Perceptions
• Length of Communication

 

Communicating Effectively
 

• The Communication Process
• The Different Channels of Communication
• Listening Skills
• Non-verbal Communication
• Para Verbal Communication
• Verbal Communication
• Written Communication

 

Managing Client Expectations
 

• Listening to your clients
• Identifying their needs and/or concerns
• Clarifying the message or the concern
• Effective Questioning
• Importance of getting Customer Feedback

 

Handling Complaints
Expressing Empathy for the clients
Using positive and productive language
Use of a problem-solving process
Setting customer expectation in solving the problem
Giving solutions beneficial to both the client and the company

Determining the Level of Customer Satisfaction
 

• Importance of measuring Customer Satisfaction
• Use of Surveys
• Customer Effort Score
• Social Media Monitoring
• Complaints and Suggestion System