Program Objectives:

By the end of the program, participants will be able to:

* Understand the importance of customer service in a competitive environment.
* Practice the techniques of managing customer expectations and delighting customers.
* Agree on a strategy to recover from major setbacks and regain the loyalty of customers.

This Program is designed for:
Managers/supervisors and senior customer service staff. This program is worth 15 NASBA CPEs.

Program Fees:

Per participant - USD 2750
Frequent nomination - USD 2475
(including coffee breaks and a buffet lunch daily)
One extra free place for every 2 paid nominees on the same program and dates
Discount Plans, Refunds & Cancellations Policy

Meirc reserves the right to alter dates, content, venue and trainer with a reasonable notice time.

Program Outline:

Customer Service

* Definitions and Concepts

Customer Service in a Competitive Environment

* Competition is More on Service than Products
* Establishing Winning Relationships

Customer Requirements for Quality

* What is Quality Service?
* Components and Gaps of Quality Service
* Quality Requirements

The RATER Model and Service Quality Indicators

* Analyzing the Factors of the RATER Model

Levels of Service Offered to Your Customers

* Managing Customer Expectations
* Strategies and Actions to Delight Your Customers

Professional Behavior with the Customer

* Treating Customers as Royalty
* The Power of Behavior
* Assertive Behavior Compared to Passive and Aggressive Behavior

Strategies for Service Recovery

* Measuring Customer Satisfaction
* Retaining Current Customers
* Recovering Lost Customers
* Attracting New Customers

Polish Your Perception Points

* Upgrading People Skills
* Improving Product Quality
* Polishing Your Packaging

Pre-requisites
None

Delivery Type
Group-Live

Related Programs

* Implementing and Managing a Customer Complaints System
* Interpersonal Communication Skills
* Advanced Communication Skills