Effective Techniques to Provide Exceptional Customer Service

Effective Techniques to Provide Exceptional Customer Service

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Date(s) - 27/05/2021 - 28/05/2021
14:00 pm - 18:00 pm

Management Mix


Course Objectives:

  • Gaining new insights about yourself and the influence you have on customers;
  • Learning the way to detect your customer needs (expressed, implied & latent);
  • Learning methodologies that increase the satisfaction and commitment of your customers;
  • Develop specific skills that will help you respond to customers’ expectations & beyond.

Target Audience:

  • Customer Service employees:
  • Secretaries:
  • Personal Assistants:
  • Sales representatives:
  • After sales employees.

Training Outlines:

  • Introductory Remarks:
  • The customer & the customer needs:
  • The customer & the concept of stakeholders:
  • The customer lifecycle, lifetime value of the customer:
  • The customer experiences:
  • Know Your customers?
  • What represent customers to the organization:
  • The different customer groups (satisfaction level vs. retention level)
  • Customer’s needs according to KANO (Expressed, Implied & Latent)
  • Major reasons for losing customers:
  • Excellence in Customer Service:
  • What is customer service?
  • The 5 quality dimensions (RATER)
  • Reliability, Assurance, Tangibles, Empathy & Responsiveness:
  • The moment of truth in the customer service:
  • Customer Service & Customer Satisfaction:
  • Customer satisfaction concept:
  • The customer service process:
  • Beyond customer satisfaction, customer loyalty:
  • Handling customer complaints:
  • Concluding Remarks:
  • Customer retention:
  • Customer as the main stakeholder of the organization:



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