Customer service is an integral part of every business. It happens in many different formats from in-person to over the telephone to via the internet. Regardless of how customer service is delivered, soft skills are needed. Customer service soft skills are relationship-building skills.
This practical workshop highlights the importance of working through company standards and meeting customer perspectives, perceptions and expectations.
- Effective customer communication both in-house and out
- Understanding customer perspectives, perceptions and expectations
- Handling customer diversity
- Customer do's and don'ts
- Consideration towards customer disappointments;
- Problems and complaints
- Taking initiative, being pro-active and a solution thinker
- Understanding the Experience Economy
- Importance of product knowledge
- Ensuring repeat business
- Telephone and email communication
- Customer policies and procedures
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