02 May 2016

Training Opportunity in Customer Service and Relationship Management



TRAINING OPPORTUNITY IN CUSTOMER SERVICE AND RELATIONSHIP

MANAGEMENT – THE EXTRA MILE PAYS!!!!!


Our website, www.theugandanjobline.com has

advertised over 200 direct customer service jobs in 2016 alone predominatly in sales

and marketing, administration, banking, Insurance companies, Telecoms, Non-profit

organizations, Oil & Gas, etc. Please have a look at the variety of jobs we

have posted in these areas. Click

Here
. There are many myths that surround relationship management and

customer service management. This training seeks to teach you how to go beyond simply

delivering your product but developing and maintaining strong relationships

with your customers. Many customer care advisors and business people have lost

clients, customers and businesses because today’s businesses are customer

driven and so it is a must for business people to move from product-based

campaign marketing to customer-focused personalized approaches. People want to

feel important and they want to know that you have expertise with their life or

work issue. 


Do you impress your customers every time you

interact with them? Do you ever wonder why some clients move with their service

providers everywhere they move to? What do these people do that you don’t do?


Ask yourself some questions:


·      
Do you or your staff have the right skill sets to

deliver exceptional customer service?


·      
Currently how do you improve your Customer Service

Skills and approaches?


·      
Do you strive to continuously improve your customer

service?


·      
Do you listen to your customers and their needs?


·      
Do you currently listen effectively to uncover the

customer’s true needs?


·       Are internal customers

understood and prioritized?


·       How many clients have you

retained?


This Customer Service Training Course is for

professionals and business people who want to make a significant contribution

to their company’s image or bottom line and make their own lives easier by

consistently providing exceptional customer service. 



·       Understand what customer

service means


·       Recognize how one’s attitude

affects service standards


·      
Master ways to develop & maintain a positive,

customer focused attitude


·      
Develop needs analysis techniques to better address

customer needs


·      
Apply outstanding customer service techniques to

generate return business


·      
Practice techniques for developing good will

through in-person customer service


·      
Formulate take away techniques for service

excellence over the phone


·      
Master techniques for dealing with difficult

customers


·      
Acquire tools for recovering difficult customers


Lesson 1:Who we are and What we do

  • Who are customers (internal/external)

  • What is customer Service?

  • Who are customer Service Providers?


Lesson 2:Establishing your

Attitude

  • Appearance counts! (even if not in person)

  • The power of the smile

  • Staying energised

  • Staying positive


Lesson 3:Identifying and Addressing their Needs

  • Understanding the customer’s problem

  • Staying outside the box (not jumping to conclusions)

  • Meeting basic needs

  • Going the extra mile


Lesson 4:Generating Return Business

  • Following up

  • Addressing complaints

  • Turning difficult customers around


Lesson 5: In-Person Customer Service

  • Dealing with at-your-desk requests

  • Advantages and disadvantages of in-person

    communication

  • Using body language

    to your advantage


Lesson 6:Giving Customer Service over the Phone

  • Advantages and disadvantages of

    telephone communication

  • Telephone etiquette


Lesson 7: Providing Electronic Customer Service

  • The advantages and

    disadvantages

  • Understanding e-etiquette

  • Tips and tricks


Lesson 8:Recovering Difficult Customers

  •   De-escalating anger

  •   

    Establishing common ground

  •    Setting

    your limits

  •    Managing

    your own emotions


Lesson 9: Understanding when to Escalate

  • Dealing with vulgarity

  • Coping with insults

  • Dealing with threats


Lesson 10:The WOW factor!


BOOK your Place

now!!  (Limited Spaces)


Event: Training

Opportunity in
Customer Service and Relationship

Management


Venue: MUBS Bugolobi Annex
Date: Saturday, 21st May 2016 (9am – 4pm)



Booking Fee: UGX. 50,000 /= only with a certificate and lunch

only


Contact: 0701 444 618 (Kimberly Ryan) Office line


Don’t loose your clients, spend a day with

us!!!




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