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Description
In a highly competitive marketplace, customer care is the key to
a company’s success. This workshop describes effective customer
service techniques and provides opportunities for participants to
apply and refine them through role plays and exercises.
Audience
Customer service representatives, help desk personnel, and technical
support staff
Maximum number of participants: 12
Prerequisites
This workshop is a component of Arkoa’s Professional Skills
Workshops. Follow-on workshops include Communication Skills, Negotiating
Skills, Interviewing Skills, Confrontation and Conflict Management,
and Problem Solving and Decision Making.
Classroom Requirements
Room set up as horseshoe and large enough for team activities, or
with break-out rooms for team activities.
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Format
- Presentation
- Written Exercises
- Interactive Activities
Objectives
After completing this course, participants should be able to:
- Evaluate the importance of effective
customer service
- Identify customer expectations and
how to manage them
- Recognize typical customer profiles
and behaviors
- Describe the importance and impact
of taking ownership of customer problems
- Define the professional behaviors
needed to manage customer relationships and ensure customer satisfaction
- Use effective communication skills
to obtain and impart information
- Apply techniques for handling difficult
customer situations
- Recognize organization and time management
needs in effective customer care
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