BPO Training

Customer Service Training

In order to create customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with consistently exceptional service. In order to achieve this it is important to ask yourself some questions:

• Does your staff have the right skill sets to deliver exceptional customer service?
• Currently how do they develop good customer service skills? Is there a plan to continuously improve customer service?
• Is the voice of the customer given the necessary priority? Is there customer service satisfaction?
• Can they communicate and listen effectively to uncover the customer’s true needs?
• Do they understand the importance of internal customers?

Prospects are converted to customers by good sales techniques. But what converts new customers to repeat customers is customer satisfaction, which can only be achieved by exceptional customer service.

This Customer Service Training program is for professionals who want to make a major contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service.

Below are listed some of the important components of the training:

• Customer Service in the 21st century
• Internal Customers and External Customers
• Managing Customer Expectations
• Building Rapport & Showing Empathy
• First Impressions – You Only Get One Chance
• The Ten Must-Knows’ of Good Customer Service
• Handling a Dissatisfied Customer
• Developing Good Communication Skills

The emphasis of this communication skills training will be in the following areas:

• Verbal Communication (Includes both spoken and written forms)
• Non-verbal communication – (Understanding Body Language)
• Listening skills (Active, Passive and Reflective Listening)