Effective Customer Experience

EFFECTIVE CUSTOMER CARE/SERVICE
Target: - Customer care staff/All staff Objectives:-
-Appreciate how customer service efforts impact company profits.
-Understand that internal customer service is just as critical as external customer service.

-Prioritize and focus on the top expectations of customers.
-Identify one’s own personality style and the personality styles of customers.
-Apply personality knowledge to communicate more effectively with customers.

-Have influence in the organization by documenting customer concerns.
-Make better choices to improve attitude.
-Develop a personalized strategy for improving listening skills.
-Choose vocabulary that is calming and persuasive.
-Refer to a recovery system for turning angry customers into happy repeat customers.

-Practice a three step system for maintaining professionalism and composure when dealing with irate customer.

Outward Bound Kenya

Kenya Cultural Centre – 1’st Floor, Harry Thuku Road (opp. Norfolk Hotel), 

+254205101174

 

info@outwardboundkenya.co.ke

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