Customer Service Mindset


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.


©2024 UNIX Trainers and Consultants. All rights reserved