Managing Customer Expectations:

• Understanding customer needs and customer expectations
• Managing customer expectations
• Managing the perception of customers
• The ‘Golden Rules’ of ensuring customer satisfaction

Best Etiquette Practices in Customer Service

• Handling Customers Effectively
• Understanding Customer Expectations
• Managing Customer Expectations
• Keeping the Customer informed and involved

Essentials of Customer Service

• Developing customer service orientation
• Handling ‘Moments of Truth’ in the customer interaction process
• Essentials of quality customer service

Developing Effective Probing Skills

• Asking the right questions
• Paraphrasing
• Summarizing

Handling Different Customer Types

• Aggressive/demanding customers
• Analytical customers
• Amiable customers
• Irate customers

Empathy

• Understanding the difference between ‘Empathy’ and ‘Sympathy’
• The 4 A’s of Empathy
  • Acknowledge
  • Appreciate
  • Affirm
  • Assure
• Using the right phrases to empathize

Role Play Simulations in the Customer Service Online Course:

• Multiple role-play scenarios will be simulated based on the challenges that the participants face on a regular basis
• As many participants as possible will be involved
• Feedback from the facilitator as well as peers will be used as learning tools
• Participants will be assisted to create individual improvement action plans

Training Hours:

• The duration of the Customer Service Skills Online Training program will be (maximum) 2 hours per session, 3 sessions a day

Resources Required:

• Momentum Training Solutions will conduct the training
• Maximum number of participants to a session will be 10-12 per session
• The training will be conducted on a virtual platform (mutually agreed on before the session)