Course Outline
Day One
Introduction to Customer Care Strategy
- Describing customer service
- Identifying customer expectations
- Providing excellent customer service
- Building competitive advantage
Customer Care Process
- Customer contact model and service standards
- Creating lasting first impressions
- Building and maintaining contact with customers
- Using positive language and tone of voice
Building company’s brand
- Brand image on the market
- Active listening and responding
- Golden Circle as a core model
Day Two
Handling customer requests
- Identifying challenging customer requests
- Responding to challenging customer requests assertively
- Assertive techniques
- Managing emotions during stressful situations
Handling complaints
- Dealing with difficult situations
- Resolving problems
- Coping with unsatisfied customers
- Conflict resolution strategies
Service recovery
- Turning disappointment into delight
- Identifying the nature of customer complaints
- Responding to customer complaints
Day Three
Building customer relationships
- Relationship triangle – trust and loyalty
- What differentiates us from our competitors?
- Identifying ways to add value and exceed customer expectations
Understand ourselves and others
- Types of personality
- Communication with different personality types
- Psychological client’s typology
Effective Communication
- Process of communication
- Practical skills to communicate open
- Verbal and non-verbal language
- Open question in Customer Care Strategy
Applying the learning
- Review of learning
- Action planning for participants
Requirements
Testimonials (5)
SMART Goal session was the most enjoyable part of the training that helped me manage my time properly. it helps me set my goal clearer and i could really see that setting SMART Goal can relate to almost everything such as Finance, Social Life, Career and Personal Growth.
Manot Sae - MVCI (Thailand) Limited
Course - Workshop: Boost your productivity with this new method!
The host's openness, sense of humor, approach and knowledge
Justyna - e-file
Course - Mindfulness Workshop
Machine Translated
It was a useful experience from both a professional and personal point of view. The trainer was very knowledgeable and gave us important information to use in the workplace, but also in private life. I was able to reflect on my own character traits and those of the people around me and through them, benefit or improve myself. The stress management exercises were simple and helpful to apply.
Sara Sertori - ASSTRA Forwarding AG
Course - Stress Management and Prevention
Due to the activities from each content, I understood their main ideas/ concepts very well within a short time. I would like to say that the activity reflects on not only our current situation but also how to advance the skill & knowledge effectively and efficiently.
Ei Ei - Ooredoo Myanmar
Course - Leadership 101
Las técnicas.