Customer Service & Business Communication

Customer Service & Business Communication

Program Objective:

By the end of the program, participants will be able to:

• Addressthe importance of customer service in a competitive environment.
• Practicethe techniques of managing customer expectations and delighting customers.
• Deliverbetter, faster service and increase customer satisfaction.
• Recognizethe signals of customer irritation and how to respond appropriately and assistin quickly finding a workable solution to their customer’s problem.
• applybusiness communication theory to solve workplace communication issues.. demonstratethe communication skills required in the workplace.
• understandcomplex ideas in written and spoken formats.
• expresscomplex ideas accurately in written and spoken formats.

Course Outline:

Customer Service: 

• Quotations on Customer Service
• Service Definitions and Concepts
• Quality Service Requirements
• Some Interesting Numbers
• Cost of Bad Customer Service
• Customer Care Foundations
• Learning from the Best

Internal Customer Service:

• Identifying Internal and External Customers
• Customer Requirements
• Foundation of Great Service People
• The Service Profit Chain

Managing Customer Expectations:

• What to Say and What not to Say
• Calming Upset Customers
• Comments you should Avoid
• Managing Customer Expectations
• RATER and the Service Quality (SQ) Factors
• Flying over Customer Expectations
• Roleplays and Exercises on Dealing with DifferentPersonality Styles

Effective Communication Skills forHandling Customers: 

•  Active Listening
• Effective Listening Skills
• Phone Etiquette

Professional Behavior with theCustomer: 

• The Power of Behavior
• Principles of Effective Behavior
•  How to Behave Professionally with the Customer
•  History of Communication
•  Interesting Study
•  Interpreting Non-Verbal Behavior
•  The Right Behavior with the Customer
•  The Wrong Behavior with the Customer
•  Assertive, Passive and Aggressive Behavior
•  Verbal and Non-Verbal Components of Communication Styles

Dealing with Difficult Customers: 

• Dealing with Different Personality Types

• Service Recovery

• Conclusion

Business Communication:

• The factors governing good communication.

• Good communication skills can be developed.

• Good communication skills are a critical building block to bothpersonal and business success.

• How to use effective communication skills in your business.

• The need to modify communication depending on business situation andcircumstances 

Who Should Attend?

All staff who supply aservice to other staff, customers or clients.