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.