QUALITY OF CUSTOMER SERVICE

(1 day)

Program Overview
The workshop cultivates the participants´ customer focus awareness and develops the appropriate skills that will enable them to identify and satisfy the customers´ needs and meet and exceed their expectations. Trainees will practice how to create a positive experience for the customer and will learn how to effectively handle challenging customer situations and complaints.  

Who should attend?

• Anyone providing customer service
• Anyone in charge of a customer service department
• Anyone in charge of customer sales
• Cashiers, etc.

Learning Tracks

• Defining Quality of Customer Service
• Exceeding Expectations
• Identifying Customer Needs
• Types of Customers
• Dealing with Challenging Situations
• Dealing with Complaints
• Benefits of Quality Customer Service

Training Μethodology
The workshop adapts to the needs of the participants by encouraging their active and experimenting involvement. It builds on their existing knowledge and skills and promotes self-assessment of their abilities in the everyday work place.  A variety of experiential learning techniques are being used, such as role plays, case studies, simulations, team exercises, training videos, etc.