Learning Objectives:
- Understand the key elements of Customer Service beyond meeting expected requirements.
- Learn about various personality make up of Customers and use it to address each customer in a unique way.
- To manage the relationship between effective task performance and the social climate by strengthening listening, influencing, and problem solving skills and how to use these skills in Customer service.
- Learn & practice the use of Service Recovery steps so as to handle complaints professionally and retain customers.
Outcome:
Participants attending this workshop will engage in highly invigorating discussions, role plays, video playback (and company specific customer situation) case studies* that will result in the production of a series of recommended situational responses for application at the workplace. Experiential activities will be included as appropriate.