Customer Service Mindset

Course Overview:

The customer service attitude isn't just solving problems for customers. It's about generating a agreeable experience that develops long-term relationship and loyalty. Doing so promotes customer success as well as high retention rates.

Representatives who hold a customer service mindset are focused on creating added value for customers. Agents are invested in the customer's goals and are committed to helping them achieve them. Whether it's finding a unique solution to a complex problem, supplying a discount to diffuse tension, or simply providing friendly and helpful service,

Course Objectives:

At the end of this course the participants will be able to:

Analyze basic behavioral patterns of different customer personality profiles.
Practice the skills for dealing with customers and handling their complaints.
Understand the concept of service mindset and ways of developing it within their organization.

Course Coverage:

Topic 1: The Principles of Customer Service:

Definition
Concepts of Customer Service
Serving the Internal and External Customer
Understanding the Needs of Internal and External Customers

Topic 2: The Principle Foundation for Superior Customer Service

Strong Relationship
Superior Service
Professional Behavior

Topic 3: The Customer Service Mindset:

Components of the Mindset
Strategies for Building the Mindset among the Staff

Topic 4: Different Customers Personalities:

Understanding Their Personalities
Tips for Dealing with Difficult Personalities

Topic 5: Attaining Customer Satisfaction:

Meeting Their Needs
Exceeding Their Expectations
Delighting and Surprising Them

Topic 6: Handling Customers Complaints

Types and Levels of Customer Complaints
Handling Complaints: Process and Behavior

Topic 7: Effective Communication with Customers

Active Listening
Overcoming Communication Barriers
Reading Customer Body Language

Targeted Participants:

All Managers, Supervisors, and Employees whose duties involve contacting and dealing with internal and external customers.