Hiya!
need some advice on 6 hrs 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?
tx
sanchita
From India, New Delhi
18need some advice on 6 hrs 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?
tx
sanchita
From India, New Delhi
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
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
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..
Thx
Shashidhar
From India, Hyderabad
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..
Thx
Shashidhar
From India, Hyderabad
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Training for Customer Service & Team Building.ppt
CUSTOMER SERVICE TRAINING Manual.doc