CUSTOMER
CARE COURSE

WHO IS CUSTOMER CARE COURSE FOR?

After-sales service plays an important role in customer satisfaction and customer retention. It generates loyal customers. Customers start believing in the brand and get associated with the organization for a longer duration. They speak good about the organization and its products. A satisfied and happy customer brings more individuals and eventually more revenues for the organization. After-sales service plays a pivotal role in strengthening the bond between the organization and its customers.

WHAT WILL I LEARN?

Introduction

  • What is After Sales Service Excellence?
  • Significance of Post Sales Service Excellence
  • Working on getting a New Customer vs. retaining an Existing Customer
  • Exposing the reasons and consequences why customers` behavior is changing

Internal Customer Service

  • Identifying internal and external customers
  • A final definition
  • Elements of service
  • Customer requirements
  • Foundation of great service people

Managing Customer Expectations

  • The Importance of customer expectations
  • Perceived service quality
  • What to say and what not to say
  • Calming upset customers
  • 12 tips for calming upset customers
  • Comments you should avoid

Customer Experience Excellence

  • Personalization – Using individualized attention to drive an emotional connection.
  • Integrity – Being trustworthy and engendering trust.
  • Expectations – Managing, meeting and exceeding customer expectations.
  • Resolution – Turning a poor experience into a great one.
  • Time and Effort – Minimizing customer effort and creating frictionless processes
  • Empathy – Achieving an understanding of the customer’s circumstances to drive deep rapport.

Measuring and Monitoring Customer Satisfaction

  • How to encourage customer to provide complaints and feedbacks and value of such
  • All sources of getting feedback:
    • how and when you should measure
    • how reliable is the info?
    • how to evaluate feedback
    • Relevance of Customer Surveys
    • Conducting VOCs
  • How to work with complaints
  • Mystery Shopping and how to successfully conduct it
  • Creating efficient questionnaires, interviews, and surveys
    • How reliable is the info?
    • Types
    • Advantages and disadvantages
    • How and when you should measure
    • How to interpret them
  • Taking Criticism Positively
  • Implementing Improvement Strategies
  • What is After Sales Service Excellence?
  • Significance of Post Sales Service Excellence
  • Working on getting a New Customer vs. retaining an Existing Customer
  • Exposing the reasons and consequences why customers` behavior is changing
  • Identifying internal and external customers
  • A final definition
  • Elements of service
  • Customer requirements
  • Foundation of great service people
  • The Importance of customer expectations
  • Perceived service quality
  • What to say and what not to say
  • Calming upset customers
  • 12 tips for calming upset customers
  • Comments you should avoid
  • Personalization – Using individualized attention to drive an emotional connection.
  • Integrity – Being trustworthy and engendering trust.
  • Expectations – Managing, meeting and exceeding customer expectations.
  • Resolution – Turning a poor experience into a great one.
  • Time and Effort – Minimizing customer effort and creating frictionless processes
  • Empathy – Achieving an understanding of the customer’s circumstances to drive deep rapport.
  • How to encourage customer to provide complaints and feedbacks and value of such
  • All sources of getting feedback:
    • how and when you should measure
    • how reliable is the info?
    • how to evaluate feedback
    • Relevance of Customer Surveys
    • Conducting VOCs
  • How to work with complaints
  • Mystery Shopping and how to successfully conduct it
  • Creating efficient questionnaires, interviews, and surveys
    • How reliable is the info?
    • Types
    • Advantages and disadvantages
    • How and when you should measure
    • How to interpret them
  • Taking Criticism Positively
  • Implementing Improvement Strategies

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    I really enjoyed the training and felt so comfortable during that period.  The instructor’s style was very effective by explaining every subject and giving examples for each one. I really recommend my friends to come and participate in courses here
    • Zana Namiq
    • NADIA Training Alumni
  • Client Image

    Today I completed online Personality Development training conducted by Mr Tinu Thomas. The sessions were very informative, inspiring and interesting. He gave real life like examples which helped me understand the concepts clearly. My confidence level improved and I hope this course would help me pursue my future career in a better way. Thank you so much, Tinu.
    • GS Meera
    • NADIA Training Alumni
  • Client Image

    I just completed my training at Nadia with the trainer (Tinu Thomas). Tinu made the classes so interesting and he gave attention to each student. Classes were very informative. I will definitely recommend to my friends. 🙂 Mariska was so helpful throughout the course for any assistance. Thank you so much to team Nadia!
    • Sherin Kabeer
    • NADIA Training Alumni
  • Client Image

    I did my PHRM training with Mr. Tinu from Nadia and it was a fruitful learning experience for me. Mr. Tinu is a great trainer and he gives attention to each student in his class. He always ensures that each student understand every concept. I'm so glad that I chose Nadia and had the chance to learn from the best. Looking forward to do more professional trainings with Mr. Tinu.. Thank you Mr. Tinu and Nadia !!
    • Hashini K
    • NADIA Training Alumni

Frequently Asked Questions

NADIA Training Institute has been the benchmark for professional training in the Gulf market for more than 38 years. We have built thousands of careers and developed skill sets with our world-class training courses. Whether you want to enhance your job prospects or increase your productivity at work, you will find suitable courses at NADIA.

Yes, we do offer weekend and weekday classes based on students requirements. This may be planned with our learning consultants at the time of course registration.

Upon completion of any training program, while we cannot guarantee employment, we can connect you to recruiters and job vacancies from within our network.

NADIA Training Institute supports several different payment methods including cost-free instalment payment plans. Find out more by speaking to one of our learning consultants.

For partnership and business development inquiries, please contact us at training@nadia-training.com.

Check out our Help and Support center to find quick answers to your questions.