How to Create a Customer Service Mindset

ICTD International Centre for Training and Development

How long?

  • 12 days
  • in person

ICTD International Centre for Training and Development

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Who should attend

All managers, supervisors and employees whose duties involve contacting and dealing with internal and external customers.

About the course

Customer service is about attitude first, skills second. All of the product knowledge and technique training in the world will not produce results if a customer facing professional (CFP) is not trying to achieve success in the moment. A CFP must care enough about the final result to actively look for solutions and to shift from a reactive posture to a customer service mindset.

## Course Objectives

By the end of the program, participants will be able to:

  • Analyze basic behavioral patterns of different customer personality profiles.
  • Practice the skills for dealing with customers and handling their complaints.
  • Understand the concept of service mindset and ways of developing it within their organization.

## Course Outline

The Principles of Customer Service

  • Definition and Concepts of Customer Service

Serving the Internal and External Customer

  • Understanding the Needs of Internal and External Customers

The Principle Foundation for Superior Customer Service

  • Strong Relationship
  • Superior Service
  • Professional Behavior

The Customer Service Mindset

  • Components of the Mindset
  • Strategies for Building the Mindset among the Staff

A Profile of Different Customers Personalities

  • Understanding Their Personalities
  • Tips for Dealing with Difficult Personalities

Attaining Customer Satisfaction

  • Meeting Their Needs
  • Exceeding Their Expectations
  • Delighting and Surprising Them

Handling Customers Complaints

  • Types and Levels of Customer Complaints
  • Handling Complaints: Process and Behavior

Effective Communication with Customers

  • Active Listening
  • Overcoming Communication Barriers
  • Reading Customer Body Language

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How to Create a Customer Service Mindset at ICTD International Centre for Training and Development

From  $5,800

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Disclaimer

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Full disclaimer.

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