SPONSORED: TRAINING IN CUSTOMER SERVICE AND RELATIONSHIP MANAGEMENT – THE EXTRA MILE PAYS!

SPONSORED: TRAINING IN CUSTOMER SERVICE AND RELATIONSHIP MANAGEMENT – THE EXTRA MILE PAYS!

  3/05/2018    Ahli Tafsir Mimpi

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SPONSORED: TRAINING IN CUSTOMER SERVICE AND RELATIONSHIP MANAGEMENT – THE EXTRA MILE PAYS!
 

Do you impress your customers every time you interact with them? Do you ever wonder why some clients move with their service providers everywhere they move to? What do these people do that you don’t do?
Ask yourself some questions:
 

• Do you or your staff have the right skill sets to deliver exceptional customer service?
   
• Currently how do you improve your Customer Service Skills and approaches?
   
• Do you strive to continuously improve your customer service?
   
• Do you listen to your customers and their needs?
   
• Do you currently listen effectively to uncover the customer’s true needs?
   
• Are internal customers understood and prioritized?
   
• How many clients have you retained?
   

You must go beyond simply delivering your product, and develop strong relationships with your customers. Many customer care advisors and business people have lost clients, customers and businesses because today’s businesses are customer driven and so it is a must for business people to move from product-based campaign marketing to a customer-focused personalized approach. People want to feel important and they want to know that you have expertise with their life or work issue.

Who is this course for?
This Customer Service Training Course is for professionals and business people who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service.

Objectives:
• Understand what customer service means
• Recognize how one's attitude affects service standards
• Master ways to develop & maintain a positive, customer focused attitude
• Develop needs analysis techniques to better address customer needs
• Apply outstanding customer service techniques to generate return business
• Practice techniques for developing good will through in-person customer service
• Formulate take away techniques for service excellence over the phone
• Master techniques for dealing with difficult customers
• Acquire tools for recovering difficult customers
Don’t loose your clients, spend a day with us!!!
Cost: only UGX. 75,000 (Includes Lunch and a certificate)

COURSE OUTLINE

Lesson 1	Lesson 2
Who we are and What we do	Establishing your Attitude
Who are customers (internal/external) What is customer Service? Who are customer Service Providers? What is in it for me?	Appearance counts! (even if not in person) The power of the smile Staying energised Staying positive
Lesson 3	Lesson 4
Identifying and Addressing their Needs	Generating Return Business
Understanding the customer's problem Staying outside the box (not jumping to conclusions) Meeting basic needs Going the extra mile	Following up Addressing complaints
Lesson 5	Lesson 6
In-Person Customer Service	Giving Customer Service over the Phone
Dealing with at-your-desk requests  Advantages and disadvantages of inperson communication  Using body language to your advantage	Advantages and disadvantages of telephone communication Telephone etiquette
Lesson 7	Lesson 8
Providing Electronic Customer Service	Recovering Difficult Customers
The advantages and disadvantages Understanding e-etiquette Tips and tricks	De-Escalating anger Establishing common ground Setting your limits Managing your own emotions
Lesson 9	Lesson 10
Understanding when to Escalate	The WOW factor!
Dealing with vulgarity Coping with insults Dealing with threats

Don’t loose your clients, spend a day with us!!!
Cost: only UGX. 75,000 (Includes Lunch and a certificate)

……….Unleashing Potential in People and Organizations…………

When: 6th April 2018; 9am – 4pm
Where: Eight Winx Hotel Ntinda (Kakungulu Road next to Ntinda Police
Station and opposite Ntinda Primary School)


Book now limited slots left !!!!!
 

Call 0770 829220 to book

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