Program Objectives:

By the end of the program, participants will be able to:
* Understand the importance of a customer service culture in a competitive environment.
* Practice the techniques of managing customer expectations and delighting customers.
* Define the process of managing a customer complaint system.
* Agree and practice strategies for service recovery aimed at regaining customer loyalty.
* Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.

This Program is designed for:
Managers/Supervisors and customer service staff. This program is worth 25 NASBA CPEs.

Program Fees:
Per participant - USD 3950
Frequent nomination - USD 3555
(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

The Role of the Customer Service Executive
* The Principles of Customer Service

Principle Foundation of Superior Customer Service
* Strong Relationship
* Superior Service
* Professional Behavior

A Profile of Different Customer Personalities
* Ways of Dealing with Them

Managing a Customer Complaint System
* Types of Customer Complaints
* Handling Complaints: Process and Behavior
* Complaint Management Standards
* Elements of a Complaint Management System

Attaining Customer Satisfaction through Quality Measures
* Components of Quality Service
* Elements of the RATER Model

Managing Customer Expectations
* Strategies and Actions to Delight Your Customers

Strategies for Service Recovery from a Major Crisis
* Analyzing the Reasons for the Crisis
* Taking Action to Raise the Level of Customer Loyalty by Dealing with the Crisis

Developing a Customer Service Culture within Your Organization
* The Mindset and the Toolset
* Polishing Your Perception Points
* Keeping Track of Service

Effective Communication with Customers
* Active Listening
* Overcoming Barriers to Effective Communication with Customers
* Reading the Body Language of Customers

Pre-requisites
None

Delivery Type
Group-Live