Connecting with my customer


This is an example of how we will customise to clients specificities and design to client's needs.
Duration
2 Days
Intended For:
Individuals in a Contact Position (inbound/outbound), who wish to improve the efficiency and quality of their work when interacting and communicating with customers.
Contents:
This programme covers the fundamentals about Customer Service principles. Individuals learn how to deal with the day to day dynamics experienced in a busy Contact Position whilst maintaining customer centricity at all times. In addition delegates will learn skills to effectively communicate with customers, identify and respond to customer needs, problem solve through customer queries and ultimately achieve customer service excellence!
Topics Covered:
  • Customer Service Principles – Winning Customers Trust
  • Where Am I in the Business Value Chain?
  • Communicating with impact
  • Effective Listening & Questioning Skills
  • Identifying the Customer’s Needs
  • Responding to a Customer’s Needs
  • Problem solving
  • The Business Element of a Contact Position
  • Losing a customer, decreasing the business profit margin