It is difficult to define what good customer service is from what is not. Thing is, a lot of people in customer service have wrong notions as regards how to deliver such. Are the basics of customer service still applicable in today's business environment? Do we need to re-study these basics to move customer service from good to great? What are the more common mistakes as well as new ones we commit in delivering customer service? In
handling difficult customer situations, how much does attitude count as a technique in managing customer stress? These are the questions this module will address, together with tips on how to handle one's own paradigm when difficult situations arise.
This 6-hour virtual workshop is intended to understand:
The role of customer service in today's business environment,
Exceptional customer service and how to measure it,
Ways to manage expectations of internal and external customers,
The link of emotional intelligence to customer service,
Tools to deal with difficult customer scenarios through self-management,
Personal action plans to improve how you deal with customers.
The new role of Customer Service
Defining Exceptional Customer Service
Managing Customer Expectations
Emotional Intelligence and the Customer
It's all in the packaging
Tools to help you win or lose the customer
Know the Weakness
The Difficult Customers
Slots are limited and on a first come, first served basis. For registration inquiries, email email@example.com
How to access the webinar: In a separate email, you will receive the link sent via ZOOM/ECCP.