VIRTUAL TRAINING

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(February 28, 2023)​

Session 1 –Positive Attitude and Professionalism

•  Recognize the core needs of customers and how maintaining professionalism impacts customer satisfaction.

•  Identify how first impressions and judgments shape customer perceptions and experiences.

•  Develop strategies to consistently demonstrate a positive attitude and professional demeanor in customer interactions.

 

(February 28, 2023)​

Session 2 – Working with Internal Customers

•  Define the concept of internal customers and its impact on overall service delivery.

•  Explain how internal morale influences external customer satisfaction.

•  Identify the needs of internal customers and learn how to fulfill them efficiently.

•  Apply techniques to collaborate harmoniously with colleagues of varying personalities.

 

(February 28, 2023)​

 Session 3 – Communicating Effectively

•  Improve listening skills to better understand and meet customer needs.

•  Master the art of asking clear, purposeful questions to uncover customer expectations.

•  Develop techniques for delivering information clearly and professionally.

•  Demonstrate the use of customer friendly body language to enhance communication.

 

(February 28, 2023)​

 Session 4 – Resolving Customer Complaints

•  Understand the reasons behind customer complaints and their importance in service improvement.

•  Utilize conflict diffusion techniques to handle difficult situations calmly and professionally.

•  Implement a structured four step process to resolve customer complaints successfully.

 

(February 28, 2023)​

 Session 5 – Writing for Customer Service

•  Identify the characteristics of effective, customer centric emails that drive satisfaction.

•  Compose clear, concise sentences that convey information efficiently.

•  Craft messages with a polite, positive, and personal tone to build rapport with customers.

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