Customer Care Skills | Soft Skills and Self Development | NADIA Training Institute
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At NADIA, we provide professional level courses that enables our students to meet on-the-job challenges in the dynamic corporate environment...

Customer Care Skills

Customer Care Skills

Duration: 10 Hours

Customer Service Training in Dubai, Abu Dhabi and Sharjah. Learn to win a customer and maintain long term customer relations.
Customer service is sometimes the only way a business can differentiate itself from its competitors. It isn’t just about the way you greet and serve your customers; it involves many aspects of business operations. Quality customer service is about exceeding the expectations of your customers and really focusing on their needs and expectations.
This interactive course will include a number of activities and role plays to give participants the opportunity to practice the skills they have learnt, while in a friendly environment.

 

Customer Service Course Contents
 
Introduction
  • Who is a customer?
  • What is customer service?
 
Competition in customer service
  • Importance of customer service
  • Customer needs and wants
 
Probing
  • Benefits of probing
  • Types of questions
 
Types of customers
  • Loyal Customer
  • Need based customers
  • Wandering customers
  • Discount customers
  • Impulse customers
  • Aggressive customers
  • Tips to handle aggressive customers
 
Effective communication
  • Tips for effective communication
  • Communication barriers First Impression
  • Creating a good first impression
  • Telephone etiquette
 
Complaints
  • Handling complaints
  • Feedback
  • Benefits of customer feedback
  • Responding appropriately
  • Using empathy
  • Rapport building
  • Taking ownership
  • Culture
 
Service NO
  • Golden Rules to saying NO
  • Customer service language – Do’s and Don’ts

 

 

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