IITD Presents 1 Full Day Interactive Workshop on  Etiquette of Excellent Customer Service

IITD Presents 1 Full Day Interactive Workshop on Etiquette of Excellent Customer Service

 

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About The Event

Foreword:

In order to create customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with exceptional service. In order to achieve this it is important to ask yourself some questions: 

  • Do you or your staff have the right skill sets to deliver exceptional customer service?
  • Currently how do you improve your Customer Service Skills and approaches?
  • Do you strive to continuously improve your customer service?
  • Do you listen to your customers and their needs?
  • Do you currently listen effectively to uncover the customer’s true needs?
  • Are internal customers understood and prioritised?

This Customer Service Training Course is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service.

Outcomes:

  • Explain what customer service means in relation to internal & external customers
  • Recognise how one's attitude affects service standards
  • Master ways to develop & maintain a positive, customer focused, attitude
  • Develop needs analysis techniques to better address customer needs
  • Apply outstanding customer service techniques to generate return business
  • Practice techniques for developing good will through in-person customer service
  • Formulate take away techniques for service excellence over the phone
  • Gain insight to connecting with customers online
  • Master techniques for dealing with difficult customers
  • Acquire tools for recovering difficult customers
  • Understand when to escalate

Course Module

Sr 

Topic

Sub Topics

1

Who we are and What we do

  •  
  • Who are customers (internal/external)
  • What is customer Service?
  • Who are customer Service Providers?

 

2

Establishing your Attitude

  •  
  • Appearance counts! (even if not in person)
  • The power of the smile
  • Staying energised
  • Staying positive

 

3

Identifying and Addressing their Needs

  •  
  • Understanding the customer's problem
  • Staying outside the box (not jumping to conclusions)
  • Meeting basic needs
  • Going the extra mile

 

4

Generating Return Business

  •  
  • Following up
  • Addressing complaints
  • Turning difficult customers around

 

5

In-Person Customer Service

  •  
  • Dealing with at-your-desk requests
  • The advantages and disadvantages of in-person communication
  • Using body language to your advantage

 

6

Giving Customer Service over the Phone

  •  
  • The advantages and disadvantages of telephone communication
  • Telephone etiquette
  • Tips and tricks

 

7

Providing Electronic Customer Service

  • The advantages and disadvantages of electronic Communication
  • Understanding netiquette
  • Tips and tricks
  • Examples: chat or e-mail

 

8

Recovering Difficult Customers

  • De-Escalating anger
  • Establishing common ground
  • Setting your limits
  • Managing your own emotions

9

Understanding when to Escalate

Dealing with vulgarity

Coping with insults

Dealing with legal and physical threats

10

Ten Things you can do to WOW every time!

 

We'll share our tips!

 

 

 

Methodology:

 

  • PowerPoint Presentation
  • Role Plays
  • Games and Group Activities
  • Case Studies
  • Interactive and participative!

 Who Should Attend?

 Anyone in a customer related role who wishes to learn new skills and understand the key concepts of customer service that will enable them to perform more effectively in their role.

IITD Expert Faculty

 MBA (HR) Symbiosis, Pune; PG Diploma in Advertising & Public Relations, YMCA New Delhi; MA(Political Science Hons.), Delhi University.

Soft Skills & Language Expert, Corporate & Behavioural Trainer, Inspirational Speaker & Happiness Coach.

She is an accomplished corporate Trainer, is associated with many MNCs and educational institutions. Her experience and association with people from various domains helps her to effectively manage people and their behaviour.

A Motivational Speaker and Happiness Coach, she is a Dale Carnegie Trainings certified facilitator and a qualified Advertising & PR professional with over 14 years of experience in the training industry. As part of her employment, she has held management positions in L&D, Customer-Service and Hospitality industry.

Till date she has successfully trained more than 15,000 Professionals, Executives, Senior Managers & Students.

TRAINING CERTIFICATIONS 

  • Dale Carnegie International Certified Trainer
  • ISTD Certified Trainer
  • City and Guilds, UK
  • CELTA ( Cambridge English Language Training for Adults) certified facilitator
  • Licensed Practitioner in NLP (ANLP)
  • Certified Clinical Hypnotherapist (California Hypnosis Institute)
  • Happiness Coach (Certification in Teachers Training, LYI, Master trainer Dr. Kataria)

Medium: English & Hindi 

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