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Course Outline
Customer Care Basics
- Impact of a satisfied customer
- Value of a customer
- Customer expectations
Communication Fundamentals
- The communication process
- Communication challenges
- Communicating exceptional service
Managing Customer Perceptions
- Perception is reality
- Creating positive perceptions
- Avoid negative perceptions
- Taking responsibility
Responding Face-to-Face and by Phone
- Listening effectively
- Asking questions
- Interpreting information
- Offering a solution
Dealing with Different Customer Types
- The Platinum Rule
- Assertive customers
- Angry customers
- Talkative customers
Writing Effective Emails and Letters
- Assessing your writing style
- K. I. S. S. (Keep It Simple, Sweetheart) strategy
- Using active voice
- Opening and closing sentences
Requirements
Who Should Attend
- Managers
- Supervisors
- Team Leaders
- Officers and Executives of Contact Centers/Customer Services
- New Hirers
- Prior knowledge of Customer Support Center is an advantage but not essential
Testimonials
We could practice on real situation and Helen gave to me a lot of practical tips.
Elisa Venturini
Customised to my needs
Customised to my needs
All of it
- Ben Russell Carers
Customised to my needs
Customised to my needs
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