Brunei House, 3rd Floor I Witu Road off Lusaka Road P.O. Box 16481 - 00100 Nairobi, Kenya
Jun 19 - Jun 19 2020
While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.
Course Intake: Ongoing!
What is Customer Service?
Who Are Your Customers?
Setting Goals and Targets
The Second Critical Element – Defined in Your Organization
The Third Critical Element – Given Life by the Employees
Dealing with Difficult Callers
Dealing with Challenges Assertively
Dealing with Difficult People
Dealing with Conflict
The Fourth Critical Element – Be a Problem Solver
Seven Steps to Customer Problem Solving
The Fifth Critical Element – Measure It
Dealing with Stress
At the end of this course, you will be able to:
Demonstrate a customer service approach
Understand how your own behavior affects the behavior of others
Demonstrate confidence and skill as a problem solver