ADVANCED CUSTOMER SERVICE TRAINING

In this advanced customer service skills training, we will look at the different aspects of humaneness which are many times very important and yet not considered when getting trained for customer service.

The advanced customer service skills are beyond the obvious, where greeting, smile, listening is all considered as a core and is assumed we are following those rituals. Here, we look at how to create customer loyalty and also refer you by vouching for your service.

Here the term people’s person is expected to be at the minimum and higher customer service traits are developed. We work with the participants to work on their skills of respecting the customer and demonstrate genuine interest, understanding and empathy.

This STrI training course will empower you with the prospect to develop and enhance the customer service skills of going the extra mile which is critical for the customer.

Course Objectives

In the basic communication skills workshop, we focus a lot on how to communicate to the customer, listen to them and thereby increase the customer satisfaction index. It is always about up-skilling yourself and going that extra mile to work with the customer.

The advance customer service skills program is beyond the obvious and focused on how to increase the resilience, patience, respect, attention to details, pro-activeness, with this increasing our ability to be able to communicate effectively and talk in a positive manner, using the positive language and have a goal-focused approach. Use the skills to be able to deal with difficult customers, and support team members in handling escalations and in turn persuade the customer to create a win-win.

Upon completing this Advanced Customer Service Skills Training Program successfully, participants will be able to:

·      Adapt an attitude of patience and resilience when interacting with the customer

·      Generate respect and genuine interest for the customer

·      Develop the right attitude to increase loyalty with the customer

·      Create a win-win approach with the customer

·      Communicate in a persuasive manner

·      Proactively deal with customer matters

·      Learn the ability to handle difficult customers

·      Respond to customer complaints effectively

·      Have attentiveness to minor details and exceed expectations

·      Communicate positively and leave them with a smile

·      Create faith and trust in the customer

·      Understand the body language of the customer

·      Make it easy to cross-sell and up-sell

Training Methodology

STrI transformational centers believes in two training approaches applied in each course—theoretical and practical. The theoretical aspect of training is delivered in lectures by highly experienced professionals from the relevant domain, using detailed audio-video presentations. Trainee participation is encouraged through group or individual assignments, knowledge to action projects and other such activities.

Case studies are discussed in detail to help trainees relate the training content to practical scenarios. However, the major aspect of practical training involves sample projects assigned to trainees (Knowledge to Action) during the course of the training. Experiential learning is also focused upon.

This course follows a unique approach adopted by SITL, called the Do–Review–Learn–Apply Model.

Who Should Attend?

This Advanced Customer Service Skills Training Program would be suitable for anyone who is interested in gaining customer loyalty and wants to cause their business to be known for excellent service.

If you are interacting with a customer or manage a team, these skills are a must in today’s times. If you’re an employee or a business owner, this program is for you. Because this program is designed for building a relationship with the customer, building your credibility and gaining their trust.

Organisational Benefits

Companies who nominate their employees to participate in this Advanced Customer Service Skills Program can benefit in the following ways:

·      Gain greater customer satisfaction from their consumer/end-user

·      Have their employees work on their interpersonal skills

·      Employees will focus on a more professional approach to relate with the customer

·      Reduction in complaints from the customer

·      Employees will be responsible for partnering with the customer and create a win-win

·      The organization will be known for going the extra mile to support the customer

·      The organization will be known for being a customer-friendly company

·      The organization will be known for having a humane side

Personal Benefits

An individual who thinks s/he knows how to attend to the customer and has the basic skills of customer service. This is an opportunity to master the art of customer service.

Individuals who participate in this Advanced Customer Service Skills Training Program can gain from it in the following ways:

·      Develop the attitude of respect and customer service

·      Proactively manage the needs of your customer

·      Understand how to interact with the customer and make them feel important

·      Gain a clear understanding of self-awareness of our personality and the customer’s personality and how we can adapt to serve better

·      Get a detailed understanding of communication skills ,body language and listening skills to relate with the customer and retain them for life

·      Have a reduction in the complaints from customers and focus on customer satisfaction

·      Be a brand and develop the skill to retain your customers