Customer Service Excellence
Customers are the most important assets of any organization. To become competitive and ensure continued business, it is necessary to develop a customer centric approach touching all points of a customer interaction. A customer centric approach helps an organization to acquire, retain and grow customer base.
One of the important ingredients for a customer centric approach is being sensitive to the client needs, the other being proactive interaction with clients. Effective management of customer needs is a key differentiator for businesses today.
Ashok
CEO
Here are Some Modules That We Offer in This Category
Communication essentials and Interpersonal communication, Structuring communication
- Proactive Vs Reactive Communication
- Having a clear objective
- Highlighting critical points
- Being clear and concise
- Building Assertive Communication
- Rapport building
Developing effective probing skills
- Asking the right questions
- Paraphrasing
- Summarizing
Customer Feedback & Using It
- Wanting and managing complaints
- What are the customers really telling us?
- Feedback mechanisms
- Gaining buy-in for improvements
Empathy
- Empathy Vs Sympathy
- The 4 A’s of Empathy
- Empathetic listening skills
- Using the right phrases to empathise
Communicating with Customer
Create a lasting impression while interacting with Customers in business situations.
- Email Etiquette
- Responding to Email
- Tone of the Email
Developing a 'Customer Focus Mindset'
- Understanding Internal and External customers
- Understanding what customers want
- Creating an environment of customer orientation
- Understanding Customer needs and Customer expectations
- Managing the perception of Customers
Building Customer Relationships
- Understanding their key objectives/issues
- Deliberately using ‘I’, ‘You’, or ‘We’ statements
- Speaking their ‘Language’
- Dimensions of customer service
- Customer relationship Principles
- Commandments of customer centricity
Handling Customers
- Understanding the different Customer types
- Transactional Analysis
- Handling difficult situations