Increase Customer Service Satisfaction
Durée en fonction des besoins du client
Building relationships with customers by taking care of their needs through helpful, high quality service and assistance before, during, and after their requirements are met. The key: empathy.
More than remembering bad customer service, we often share it with more people. Customer service is not just reserved for those with the words in their title. It is how any employee treats your customers before, during and after a sale. Customer service should be an element of everyone’s job. But what are the skills needed for good customer service?
- Learn pro-active ways to show your customers good service
- Understand empathy and why it is so crucial in Customer service context
- Learn strategies for empathizing with a customer
- Adapt to different customer behaviour styles and needs
- Use techniques for dealing with angry or upset customer
Benefits out of the training
- Increase your customer satisfaction & keep your customers
- Get marketing benefits from Positive word-of-mouth
- Get benefits on stronger employees’ engagement
- Welcome and round table
- Agenda et goals
- Understanding empathy and compassion
- Identifying the benefits associated with empathy and a Customer Service
- Understanding different customer behaviour styles
- Practicing empathy to different situations and customer behaviours
- Learning how to use techniques for dealing with angry or upset customers
- Q&A and feedback
Practical exercises and theoretical contributions
A qui s'adresse la formation?
A certificate of attendance will be issued at the end of the training
All the elements covered by the Trainer during the course are based on
- ITIL and Prince2 best practices
- Recent scientific and sociologic studies conducted for several years and among the largest universities
- A rich professional and human experience as leader in IT, Bid, Delivery, Sales... within a wide range of customers ww
- "ITIL Foundations" V2 & V3
- "Prince2 Foundation"
- "Gender" by the University of Hong Kong (MOOC)
- "Science of Happiness" by the University of Berkeley (USA) (MOOC)