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Customer Service -
Inside Out |
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Objectives:
• To enable professionals to understand
the role of a competent customer service representative.
• An Inside-Out approach towards customer service.
• Development of Inner self to Influence Customer Service.
• Techniques to Analyse the inner-self vs. customer handling
• How do Customers want to see “Right people” giving the best
service.
• Developing a habit of listening as well as listening with empathy.
• To Analyse the Customer Demands and their behaviour patterns
• Importance of Etiquette and non-verbal communication
Methodology:
Use of case-studies, film clips,
role-plays & group sessions with role-plays. |
One Day
Workshop on
7th May
-- Mumbai
13th May --
Pune
19th May -- Mumbai
20th May – Delhi
26th May -- Bangalore
27th May – Chennai
28th May -- Hyderabad |
Programme Outline:
Introduction:
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Course and Delegate Introductions
• Changing Customer Needs and Markets
• Importance of Attaining Competitive Edge
• Critical Factors for Excellent Customer Service
Customer Service Skills:
• Checking if Customer Expectations are met
• Understanding Consumer behaviour nowadays
• Impact on Brand image
• Evaluating Present methods of Customer Satisfaction
• How to ensure service standards are adhered
Personal Agenda vs. Customer:
• Importance of Personal effectiveness
• Analysis of Personnel involved
• Checking Right Attitude and Performance
• Do Customer Service Staff handle it right?
• Which individuals require further training
• How to develop Customerisation?
• Listening and Listening with empathy
• Impact of Etiquette and Telephone answering
• How can individuals make a Difference
Dealing with Problems:
• Handling Angry Customers?
• How to keep calm under pressure
• Learning why customers are getting angry
• How to say the Right things at the time?
• Keeping Management informed of on-going issues
• Becoming Proactive to solve future Complaints
Creating the Change:
• Obtaining Customer Views regards Service
• Developing Customer-Centric Culture
• Clear and regular Communication Between Managers and Teams
• Involving Manager to become active to Understanding and solving
complaints
• Outlining rules and processes to Educate the customers
Personal Action Plan
Closedown |
REGISTRATION INFORMATION:
Please enrol by email and we will forward you further details with
Delegate Booking Form.
Fees for Mumbai are Rs.6,950 Plus Service Tax per participant and
Fees for outside Mumbai are Rs.7,850 Plus Service Tax per
participant.
The fees includes lunch, tea, Course Exercises Workbook, certificate
and Course Handout.
All payments should be made prior to seminar date. |
Contact:
Varsha - Marketing Director
LIFEZONE TRAINING U.K.
India Office:
109, Mahavir Industrial Estate, Mahakali Caves Road
Andheri (E) Mumbai 400 093
Email: lifezone@lifezoneindia.com
Web: www.lifezoneindia.com
Ring (022)28301860 / 9820196299 |
Forthcoming
Training Workshops
SPEAKING FOR SUCCESS
(with Video Recording)
Mumbai -- 19th & 20th May
Delhi -- 24th & 25th May
Chennai -- 31st May & 1st Jun |
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Please Contact us for CUSTOMISED
In-company Training Programme
for Marketing /Sales
Production/ Operations
Frontline/ Customer Help-desks
or any other .............. |
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