By the end of this course, delegates will be able to:

• Analyze basic behavioral patterns of different customer personality profiles.
• Practice the skills for dealing with customers and handling their complaints.
• Understand the concept of service mindset and ways of developing it within their organization.

The Principles of Customer Service:

• Definition
• Concepts of Customer Service
• Serving the Internal and External Customer
• Understanding the Needs of Internal and External Customers

The Principle Foundation for Superior Customer Service

• Strong Relationship
• Superior Service
• Professional Behavior

The Customer Service Mindset:

• Components of the Mindset
• Strategies for Building the Mindset among the Staff

Different Customers Personalities:

• Understanding Their Personalities
• Tips for Dealing with Difficult Personalities

Attaining Customer Satisfaction:

• Meeting Their Needs
• Exceeding Their Expectations
• Delighting and Surprising Them

Handling Customers Complaints

• Types and Levels of Customer Complaints
• Handling Complaints: Process and Behavior

Effective Communication with Customers

• Active Listening
• Overcoming Communication Barriers
• Reading Customer Body Language

All Managers, Supervisors, and Employees whose duties involve contacting and dealing with internal and external customers.