Course Description
Excellent customer service skills are critical for almost any position in your company. This in-depth series covers the essentials for interacting with customers as well as making good decisions and dealing with conflict.
Course Objectives
- How to go about improving customer experiences
- Know how to address mistakes made under stress
- Learn how to show a customer you care about them and their needs
- Learn how to handle difficult customers
- Know the three keys to effective decision making
- Know the difference between command, consultative, consensus, and delegated decision making styles
- Understand different ways to manage conflict
- Understand your own communication style
- Know some of the basic tenets of conflict resolution
- Learn the do’s and don’ts of dealing with customer relationships
- Know how to heal a relationship that has been upset or damaged
- Understand customer expectations and fulfilling those expectations