Outstanding Customer Service Үйлчилгээний чанараа сайжруулах ур чадварууд

A short program that builds the skills to create positive first impressions, manage expectations, handle complaints constructively and earn loyal customers.

• You're a sales consultant and want to make a positive impression on customers from the very first moment
• You work in customer service and want to handle the pressure of complaints and unmet expectations
• You sell by phone or deal with customers mainly over the phone
• You want to provide enhanced service, improve your business's reputation and earn loyal customers

1. 01

   Service attitude

   Assess and control your attitude, and use the four factors of customer service to build positive relationships.

2. 02

   Telephone skills

   Communicate confidently by phone and gather information on calls to understand customer needs.

3. 03

   Managing expectations

   Identify and manage customer expectations, and work to exceed them.

4. 04

   Resolving complaints

   Distinguish the factual and emotional causes of a complaint, and resolve it promptly with a step-by-step method.

1. 01

   Attitudes for service

   Assess your service attitude and set goals to improve it; build relationships using the four factors of customer service; principles for controlling your attitude; maintain friendly rapport.

2. 02

   Telephone skills

   Communicate with confidence; apply fundamental human relations principles with difficult customers; gather information on inbound calls to understand needs; capture attention positively on outbound calls.

3. 03

   Managing customer expectations

   Identify expectations; work to exceed expectations; use techniques for managing expectations.

4. 04

   Handling complaints and feedback

   Address the emotional and factual factors behind complaints; techniques for reducing stress; a step-by-step resolution method; reduce the number and types of complaints.