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

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

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