MG09

Customer Service Excellence: How to win and keep customers

Contents

1-     Customer Service

·        Definitions and concepts

2-     Customer Service in a competitive Environment

·        Competition is more on Service Versus Products

·        Establishing winning Relationships

3-     Professional Behavior with the customer

·        The power of Behavior

·        Assertive Behavior Compared to Passive and Aggressive Behavior

4-     Strategies for service recovery

·        Measuring customer satisfaction

·        Recovering lost customers

·        Attracting new customers

5-     Customer Requirements for quality

·        What is Quality service?

·        Components and Gaps of Quality Service

·        Quality Requirements

6-     Levels of Service offered to your customers

·        Managing customer Expectations

·        Strategies and Actions to delight your customer

Who should attend?

Managers, supervisors and senior customer service staff.