Customer Service Training - Pdf Download

Hiya!
need some advice on 6 hrs customer service training for my client. what are the relevant topics that I should cover? Is there a particular module on an hourly basis that I can follow?
tx
sanchita
10th December 2012 From India, New Delhi

ok, since I do not have any replies. Ive struggled a wee bit myself and you've got to tell me if its ok or not

1) INTRODUCTION TO CUSTOMER SERVICE -

Understanding customer behaviour

 Who are our customers?

 What do the customers really want?

 What is exceptional customer service?

Three key elements to excellent customer service –

 Smile

 Eager to please

 Encourage initiative

2) ENHANCING CORPORATE IMAGE WITH EFFECTIVE COMMUNICATION SKILLS –

o Effective interaction with customers

o Clear verbal and non verbal communication

o Effective listening skills in handling criticism and creating effective responses

o Overcoming communication barriers

3) CUSTOMER SERVICE ETIQUETTES –

 Emphasis on telephone/mail/email/front desk

 Professionalism

4) PRODUCT KNOWLEDGE AND SUGGESTIVE SELLING SKILLS -

5) CONFLICT RESOLUTION -

 Situation evaluation and analysis

 Handling and resolving conflicts and customer complaints



o Ability to empathize

o Stress and time management

o Effective team building



 Motivation

 closure
10th December 2012 From India, New Delhi

Hi Sanchita,
Please check the following link:
https://www.citehr.com/280340-custom...k.html#1263260
It is a presentation uploaded by another contributor for CS Training and Team Building... please do share your feedback with Prawin..
Thx
Shashidhar
10th December 2012 From India, Hyderabad

I suggest you to distinguish about requests and needs. best regards and good luck for your performance! Chiara
12th December 2012 From Italy, Padova

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