Location
Jordan, Amman
Dates
Dates flexible
Course Type
Professional Training Course
Accreditation
Yes (Details)
Language
English
Price
$4,000

Course Overview

Customer Service is an important part of developing and maintaining client relationships key to continuing revenue. For this reason many companies have worked hard to increase their customer satisfaction levels. It is primarily customer facing staff that will form customers' perceptions of the company as a whole. A positive interaction with a trained customer service representative can mean the difference between losing or retaining a customer. This course will equip participants with the skills to create positive experiences every time ensuring your customers come back time after time.

Who should take this course

Customer Service Assistants CustomerService Executives CustomerService Officers Retail assistants/Executives Tele Sales Executives Tele Marketing professionals Contact Centre agents

Accreditation

CPD

Course content

Module 1 - Overview of Customer Service. What is customer service? Customer expectations What does great service look like?

Module 2 - Why does Customer Service matter? Why is quality important in terms of customer service? The cost of poor customer service. The outcomes of great customer service. Evolution of customer trends and customer service.

Module 3 - First Impressions. Creating a positive first impressions PEAK performance. Personal appearance environment, attitude, knowledge. Acknowledgement and greeting. Courtesy and respect.

Module 4 - The 3 Vs of Communication. Words matter It's not just what you say but how you say it, tone of voice. Non-verbal communication, body language appearance and actions. Questioning skills. Listening skills.

Module 5 - Building Rapport, Different types of customers. Connecting and engaging with the customer. Identifying customer needs. Commitment and ownership. Product knowledge and personalisation. Showing customers they are valued. Maintaining and improving existing client relationships.

Module 6 - Handling customers on the telephone. How is the telephone different to face-to-face interactions? 5 stages of telephone calls (Open establish, explore agree close) Telephone etiquette greetings, tone of voice personalisation avoiding interruptions avoiding dead air hold/mute/transfer procedures summarising. Objection Handling. What is an objection? Common reasons for objections Is the objection real or based on some other factor? Finding solutions Objection. Handling Techniques

Module 7 - Resolving Complaints. Why do customers complain? Determining the reasons for complaints. Difference between sympathy and empathy and how is empathy important in handling difficult and upset customers. Owning the customer complaints and providing assurance. Providing FCR - First Call Resolution and following up.

About Course Provider

London Training for Excellence offer a wide range of training courses in London for organisations and individuals who wish to advance their skills and knowledge in the business world. With a great training centre in London, London TFE have everything that is needed to understand the basic needs of a business. Each course focuses on the ‘real-life’ issues a business could face and how to tackle them with ease.

London TFE have a team of enthusiastic leaders and instructors who share a passion for education and want to deliver that same passion to every individual who wish to take a business to succession. Each training courses London encourages individual to aim high and reach their full potential.