Crafting Excellence: Navigating the Path to Optimal Customer Experience.

Training Objectives:

•             Make heroes out of your frontline customer service people
•             Amaze customers with every interaction
•             Build rewarding customer relationships
•             Engage customers to build loyalty
  
  Key Topics: 
• What does great service look like and feel like?
• Elements of Quality Customer Care
• Establishing customer needs and responding to requests
• Active listening – including taking notes
• Fulfilling customer requests
• Handling requests you can’t fulfill
• Customer loyalty
• Developing a customer-focused attitude
• Thinking like a customer
• Handling work-based customer requests
• Responding to challenging customer requests assertively
• Maintaining your poise with challenging calls
• Preventing challenges from escalating
• Dealing with angry and upset customers
• Building customer relationships
• Phone Etiquette
• Measuring customer service