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Customer Service Mindset

Locations & Dates:

Date: 17 - 21 Sep 2017
Ref: R5007
Location: Turkey (Istanbul)
Fees: 4500 

MERC Training Center reserves the right to alter dates, content, venue and trainer with a reasonable notice time.
One extra free place for every 2 paid nominees

Program Objectives:

By the end of the program, participants will be able to:

  • Analyze basic behavioral patterns of different customer personality profiles.
  • Practice the skills for dealing with customers and handling their complaints.
  • Understand the concept of service mindset and ways of developing it within their organization.

 

This Program is designed for:

All managers, supervisors and employees whose duties involve contacting and dealing with internal and external customers. This program is worth 15 NASBA CPEs.

Program Outline:

The Principles of Customer Service

  • Definition and Concepts of Customer Service

Serving the Internal and External Customer

  • Understanding the Needs of Internal and External Customers

The Principle Foundation for Superior Customer Service

  • Strong Relationship
  • Superior Service
  • Professional Behavior

The Customer Service Mindset

  • Components of the Mindset
  • Strategies for Building the Mindset among the Staff

A Profile of Different Customers Personalities

  • Understanding Their Personalities
  • Tips for Dealing with Difficult Personalities
 

Attaining Customer Satisfaction

  • Meeting Their Needs
  • Exceeding Their Expectations
  • Delighting and Surprising Them

Handling Customers Complaints

  • Types and Levels of Customer Complaints
  • Handling Complaints: Process and Behavior

Effective Communication with Customers

  • Active Listening
  • Overcoming Communication Barriers
  • Reading Customer Body Language