Global Standards of Customer Care

Global Standards of Customer Care

Program Objectives:

1. Create an Awareness of Individual Strengths andWeaknesses
2. Ensure Customer Satisfaction in High Levels
3. Encourage a smooth flow of communication betweendifferent departments
4. Break down the barriers to good communication and createInter-Team synergy
5. Develop an Understanding of the advantages anddisadvantages of working in a Multi-cultural environment
6. Understand the benefits of the products you sell andusing persuasion to increase sales
7. Handling Customer Complaints Professionally
8. Be aware of Security and its importance within thecompany
9. Develop a Plan for Continuous Self Development
10. Become PositiveThinkers committed to increasing sales within the company
11. MonitoringOverall Customer Care and Satisfaction

:Course Outline

Module 1: Advanced standards in customer care: 

• Globalvariables in customer care.
• Obstaclescustomer care according to international standards.
• Planning toovercome the obstacles of customer service.
• Quality ofservice standards.

Module 2: Interpersonal Skills and SelfDevelopment:

Welcome and Introductions

Understanding Self and Others 

• Hilltops
• ThePersonality Triangle
• Understandingyour Strengths and Weaknesses

Developing a Positive Attitude

Practical Exercise

How to work effectively in aMulticultural Environment 

• Breaking downthe Language Barriers
• Understandingthe Time Barriers
• BuildingTrust through greater understanding

Writing your Personal DevelopmentPlan

Module 3: Understanding your Customer:

Discussion of Key Learning Pointsfrom Day One

Cowing Your Customer 

• Who is theCustomer
• What does theCustomer want from you
• Examples ofGood. Bad Customer Service

Knowing your Products/Services 

• Easy ways toincrease your product/service knowledge
• Knowing theunique selling points of each product/service
• How to crosssell and look for new opportunities

How to establish Trust and Loyalty 

• What MakesPeople Trust You?
• The BodyLanguage Signals  and Vocal Tone whichencourage trust

Module 4: Communication Skills:

How to Make Great First Impressions 

• Looking goodand making you “space” look good, clear and tidy
• Understandingthe importance of  positive Body Language
• Knowing whathappens to your face when you are irritated or bored
• Being awareof Space and the different cultural implications of Body Language

Howto Listen effectively to your Customers 

• ListeningQuestionnaire
• Improve yourListening in Six Easy Steps
• Listening toTough Types

Howto talk to your Customers on the Telephone 

• Smile andpick up on the Third Ring
• Competence,Attitude and Impression

Howto Handle Awkward Customers

Module 5: Handling Difficult People/Situations:

How do you handle Conflict? 

• ConflictHandling Style Questionnaire
• How to createWin Win Outcomes
• How toaddress Issues rather than Personalities

Handling Difficult People 

• PracticalCase Studies from QP
• Feedback onStudies
• How to HandleComplaints, (company Complaints policy discussed or developed)
• PracticalExercises

Company Security Measures

Presentedand discussed

?WHO SHOULD ATTEND

• Senior Customer Service representatives
• Head of Departments
• Senior Customer Service Supervisors
• Managers