What you'll learn
Effective Ways of Customer Service
Strategies to Handle Complianing Customers in Business
Learn Professional Ways of Saying 'No' to customers
Practical strategies to retain the existing customers and their business
Requirements
Some experience in customer service or sales function
No specific skills or qualification required as it is an easy to comprehend topic
Description
In an ever changing business environment it is important that managers are geared to handle the nuances through effective professional management.Much of customer service is common sense – that unfortunately is not always so common.This program doesn't teach complicated systems to help drive the customer service experience. On the contrary, this is a simple approach that focuses on the basics that managers need to imbibe and drive across their teams. So, it focuses on External as well as Internal Customer orientation / Management.This program will enable participants to appreciate importance of Customer Management in modern competitive market and learn, design and practice tools to improvise customer experience.Our series of programs have helped managers to develop the ability to manage complex business situations, especially the art of making decisions in uncertain or ambiguous environments, break away from functional focus and develop a more inclusive attitude, integrate cross-functional objectives to generate innovative solutions that benefit the organization as a whole, and build a global business, general management programs for youOur programs are the proven workshops that have helped many executives in overcoming some of their fundamental concerns of professional management. Participants have appreciated the simplicity and the directness of the program in effectively conveying the message that can be recollected months after the program
Overview
Section 1: Introduction
Lecture 1 Introduction
Lecture 2 Agenda of the course
Lecture 3 Complaints Gift or Curse?
Section 2: Service Recovery + Paradox
Lecture 4 Service Recovery + Paradox
Lecture 5 Customer Value Pyramid
Section 3: Concept of Exceptional Customer Service: Moment of Truth
Lecture 6 Moment of Truth Levels & Their Outcomes
Lecture 7 Case Study - Poor Customer Service & Negligence
Lecture 8 Case Analysis & Necessary Tips
Section 4: Complaint Management
Lecture 9 Handling Complaints – LEAFF Model
Lecture 10 Do's & Don'ts in Handling Complaining Customers
Section 5: Handling Variety of Complaining Customers
Lecture 11 Types of Difficult Customers & Strategies to Handle Them
Section 6: Golden Sutras of Excellent Customer Service Experience - Part 1
Lecture 12 Product & Process Knowledge
Lecture 13 Ownership & Empathy
Lecture 14 Case Study – Poor Complaint Handling & Lack of Ownership Led to Financial Loss
Lecture 15 Case Analysis & Necessary Tips
Section 7: Golden Sutras of Excellent Customer Service Experience - Part 2
Lecture 16 Networking & Relationship
Lecture 17 Case Study – Where did they go wrong?
Lecture 18 Case Analysis & Necessary Tips
Lecture 19 Developing Retention Strategies
Section 8: How to Say No to the Customer
Lecture 20 4 Strategies to say professionally 'No'
Section 9: Good Will Letter/Email
Lecture 21 Importance of Good Will Letter/Email in relationship Enhancement + Sample Email
Section 10: Summary, Quiz and Action Plan
Lecture 22 Self Assessment
Lecture 23 Action Plan
Lecture 24 Test
Lecture 25 Conclusion
It is for all those who are in the field of Sales and Customer Service
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