|
Browse Our Learning Programmes |
|
|
|
| |
|
| |
|
| |
|
| |
|
| |
|
|
|
 |
| Customer Service |
|
|
|
| Creating Excellence in Customer Service |
|
We have all kinds of customers, from those with good temperament to others with aggressive behaviour. It is not always possible to keep everyone satisfied and happy. We have to confront angry people who keep shouting. Customer Care team has to maintain moods and attitude with positive spirit to ensure that they have a giving approach and their team is committed to genuine customer service.
Amongst other factors, survival in the market is directly proportional to authentic customer Care, nothing less. In spite of knowing that, we do have in our customer care teams, people who are just not motivated enough to strive for excellence. It then becomes the leader’s task to ensure that people in Customer care have high motivation and energy to serve customers.
Our programme prepares your Customer Care team with genuine customer orientation who present themselves and the company in positive light. They identify what it takes to serve excellence, solve problems with the right approach and project great image of your organisation. |
| |
| Key Learning Areas |
|
|
Analysing Customer behaviour |
| |
|
|
Assessing your team's attitudes towards customers |
| |
|
|
Training the people in customer transactions |
| |
|
|
Energising and motivating the team |
| |
|
|
Earning your respect |
| |
|
|
Delivering Excellence in Customer care |
|
| |
|
| |
|
| Effective Internal Customer Service |
|
Satisfying the Internal Customer has always been considered a tough task by most departments & individuals, since both the customers and Service providers work in the same organisation or departments and are well aware of its system and processes.
Internal customers are generally impatient and do not hesitate to make complaints against poor service and even raising the level quickly. On the other side, many service providers do not accord high priority to internal customers and take them for granted. Service providers in all circumstances must be customer oriented and maintain right approach to customer care.
This programme raises the perspective of your people to operate from the attitude of achieving customer delight. They also learn the internal customer dynamics and identifying ways to provide outstanding customer service. |
| |
| Key Learning Areas |
|
|
Understanding our attitude towards internal customers |
| |
|
|
Learning Internal customers dynamics |
| |
|
|
Building attitudes & behaviour |
| |
|
|
Creating Customer orientation in every team |
| |
|
|
Practicing processes with human element |
|
| |
|
| |
|
