Pathways to Delivering Legendary Customer Care
The program is designed to capture the core of what service providers need to know for a broad range of positions with customer service tasks. Participants will have a heightened awareness of best practices in world-class service delivery; best practices in teamwork; best practices in professionalism; and best practices in reliability. They will understand the importance of listening, projecting professionalism on the phone, and how attitude and habits affect service delivery. They will go back to their workplace armed with proven guidelines to create personally, pleasing memorable interactions for customers who interface with them face-to-face and over the phone.
What Will You Learn
- Identify and understand the needs and expectations of customers;
- Manage customer perception;
- Identify the three phases of the customer’s experience with an organization face-to-face and over-the-phone.
- Identify the best practice standards for each of the three phases of the customer’s experience with an organization.
- Identify the five major components of professionalism.
- Understand the guidelines for developing professionalism at the workplace.
- Understand the role of teamwork in delivering quality customer care
- Communicate more effectively with customers;
- Use the 7-step best practice approach to handling customer complaints successfully.
- Manage customer complaints to the customer’s satisfaction.
Who Should Attend
Service providers and their supervisors
Fee
$65,000 JMD
