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