課程大綱： Customer Care Strategy培訓(xùn)
Day One
Introduction to Customer Care Strategy
Describing customer service
Identifying customer expectations
Providing excellent customer service
Building competitive advantage
Customer Care Process
Customer contact model and service standards
Creating lasting first impressions
Building and maintaining contact with customers
Using positive language and tone of voice
Building company’s brand
Brand image on the market
Active listening and responding
Golden Circle as a core model
Day Two
Handling customer requests
Identifying challenging customer requests
Responding to challenging customer requests assertively
Assertive techniques
Managing emotions during stressful situations
Handling complaints
Dealing with difficult situations
Resolving problems
Coping with unsatisfied customers
Conflict resolution strategies
Service recovery
Turning disappointment into delight
Identifying the nature of customer complaints
Responding to customer complaints
Day Three
Building customer relationships
Relationship triangle – trust and loyalty
What differentiates us from our competitors?
Identifying ways to add value and exceed customer expectations
Understand ourselves and others
Types of personality
Communication with different personality types
Psychological client’s typology
Effective Communication
Process of communication
Practical skills to communicate open
Verbal and non-verbal language
Open question in Customer Care Strategy
Applying the learning
Review of learning
Action planning for participants
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