Have you ever encountered an unpleasant customer and not know what to do? do you worry that you are not assertive enough with demanding people? do you struggle to solve problems? do you know who your customers are? do you have individual and organizational goals to strive for?

 

Learning Objectives :

-Recognize that service delivery is an individual response value

-understand how your own behavior impacts the behavior of others

-Develop more confidence and skills as a problem -solver

-communicate more assertively and effectively

-learn some ways to make customer service a team approaches

 

training topics:

-who is your customer?

-understanding and meeting expectations

-your self-image

-meeting expectations

-setting standards

-SMART Goals

-telephone techniques

-communication skills

-The talkative caller dealing with difficult people

-steps to the problem-solving

-resolving conflict

-service PRIDE

-Acting assertively

-managing stress