COURSE CONTENT - Who is a customer - What is great customer service - Basic concepts of customer service - Understanding different communication styles and how to deal with them - Understand how it can make a difference to you, to the organization and to the customer - Language the words we should and shouldnt use - Outstanding customer service as a source of competitive advantage. - Working with your customer service standards - Building rapport face to face and on the phone - Identify components of good customer service, and importance of being a trusted advisor to the customer - The importance of regular customer contact - Grooming of personnel for Professional Image - Listening and questioning skills demonstrate empathy - Effective communication verbal and non verbal Basic Telephone etiquettes - Handling awkward situations - Being non judgmental - Transforming moments of truth to customer delight astonishment - Identifying the customer type and handling them differently. - Deliver what you promise and gain loyalty - A study on "why Customers Quit" CUSTOMER SERVICE SKILLS BENEFITS: Delegates will be able to . - understand their own communication style - adapt to their customers communication styles - understand and effectively communicate the company customer service skills standards - use more positive language even in difficult situations - deliver GREAT CUSTOMER SERVICE SKILLS that adds value to the company and the customer MEET FACULTY: Saji George - Overall 2 decades of Professional Experience He has been INVOLVED IN DESIGNING DELIVERING VARIOUS TRAINING DEVELOPMENT SERVICES, including TNA, COACHING PERFORMANCE IMPROVEMENT. He had LED LARGE SCALE TRAINING OPERATIONS FUNCTION as well as delivered to desired outcomes as a Learning Facilitator IN COMPANIES Reliance Communication NISSparta, Bharti Airtel and Future Group Big Bazaar.