Hiya! I need some advice on a 6-hour customer service training for my client. What are the relevant topics that I should cover? Is there a particular module on an hourly basis that I can follow? Thanks, Sanchita
From India, New Delhi
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18From India, New Delhi
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ok, since I do not have any replies. Ive struggled a wee bit myself and you've got to tell me if its ok or not
1) INTRODUCTION TO CUSTOMER SERVICE -
Understanding customer behaviour
Who are our customers?
What do the customers really want?
What is exceptional customer service?
Three key elements to excellent customer service –
Smile
Eager to please
Encourage initiative
2) ENHANCING CORPORATE IMAGE WITH EFFECTIVE COMMUNICATION SKILLS –
o Effective interaction with customers
o Clear verbal and non verbal communication
o Effective listening skills in handling criticism and creating effective responses
o Overcoming communication barriers
3) CUSTOMER SERVICE ETIQUETTES –
Emphasis on telephone/mail/email/front desk
Professionalism
4) PRODUCT KNOWLEDGE AND SUGGESTIVE SELLING SKILLS -
5) CONFLICT RESOLUTION -
Situation evaluation and analysis
Handling and resolving conflicts and customer complaints
o Ability to empathize
o Stress and time management
o Effective team building
Motivation
closure
From India, New Delhi
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1) INTRODUCTION TO CUSTOMER SERVICE -
Understanding customer behaviour
Who are our customers?
What do the customers really want?
What is exceptional customer service?
Three key elements to excellent customer service –
Smile
Eager to please
Encourage initiative
2) ENHANCING CORPORATE IMAGE WITH EFFECTIVE COMMUNICATION SKILLS –
o Effective interaction with customers
o Clear verbal and non verbal communication
o Effective listening skills in handling criticism and creating effective responses
o Overcoming communication barriers
3) CUSTOMER SERVICE ETIQUETTES –
Emphasis on telephone/mail/email/front desk
Professionalism
4) PRODUCT KNOWLEDGE AND SUGGESTIVE SELLING SKILLS -
5) CONFLICT RESOLUTION -
Situation evaluation and analysis
Handling and resolving conflicts and customer complaints
o Ability to empathize
o Stress and time management
o Effective team building
Motivation
closure
From India, New Delhi
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Hi Sanchita,
Please check the following link: https://www.citehr.com/280340-custom...k.html#1263260. It is a presentation uploaded by another contributor for CS Training and Team Building. Please do share your feedback with Prawin.
Thanks,
Shashidhar
From India, Hyderabad
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Please check the following link: https://www.citehr.com/280340-custom...k.html#1263260. It is a presentation uploaded by another contributor for CS Training and Team Building. Please do share your feedback with Prawin.
Thanks,
Shashidhar
From India, Hyderabad
Acknowledge(0)Amend(0)Engage with peers to discuss and resolve work and business challenges collaboratively - share and document your knowledge. Our AI-powered platform, features real-time fact-checking, peer reviews, and an extensive historical knowledge base. - Join & Be Part Of Our Community.
Training for Customer Service & Team Building.ppt
CUSTOMER SERVICE TRAINING Manual.doc