Mastering Customer Service Excellence: Essential Skills Training

Introduction

Customer service is the direct one-on-one interaction between a consumer making a purchase and a representative of the company that is selling it. Most retailers see this direct interaction as a critical factor in ensuring buyer satisfaction and encouraging repeat business.

Even today, when much of customer care is handled by automated self-service systems, the option to speak to a human being is seen as necessary to most businesses.

Training Outline

• Understand the importance of customer and customer service
• Identify internal and external customers
• Importance of verbal and non-verbal communication
• Understand and create customer delight
• Understand team-building at work
• Tips and practices and demonstration of effective customer care practice
• Some tips on Business Etiquette

Learning Goals

After attending the session participants will be able to;

• Demonstrate a customer service approach.
• Understand how your own behavior affects the behavior of others.
• Demonstrate confidence and skill as a problem solver.
• Apply techniques to deal with difficult customers.
• Communication skills

Targeted Participants

This training is designed for all the employees/employers of all departments. All employees and employers are equally responsible for handling customers with quality service.

Methodologies:

• Participatory-led oral presentation and group work
• Trainer-led instructions for concept acquisition (Theory Into Practice)
• Case-analyses/Case Study
• Demonstrations, Role Play, and Related Games
• Problem-based learning/Sharing

Resource person

Pankaj Panta

• MBA in Banking
• 23 years of progressive banking career in different areas like operations, customer service, branch operations, Branch Manager, Remittance Business and currently leading HR of Siddhartha Bank Limited.

He has successfully facilitated more than 50+ Training for different corporate offices

Contact No: +977-9801898004 (WhatsApp)
Email: training@frontline.com.np
URL: www.frontline.com.np