Customer Care Skills Training Outline & Audience Selection Guide.
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Customer Care Skills Training Outline & Audience Selection Guide
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Transcript of Customer Care Skills Training Outline & Audience Selection Guide.
Customer Care Skills Training
Outline & Audience Selection Guide
Customer Care Skills TrainingOutline Language: English
Duration: 2 Days ( 6 Hours Per Day) Participants: 9 ≥ Number ≤ 15 Recommended Audience: All senior and
middle managers and staff in customer services, internal services and sales departments.
Customer Care Skills Training
Pre-RequisitesPhase I Phase II Phase IIITime ManagementBusiness Writing SkillsPresentation Skills
Managing Effective MeetingsTeam BuildingNegotiation SkillsSelling Skills
Project ManagementLeadership SkillsCustomer Care
Customer Care Skills TrainingOutline Training Objectives:
To highlight the importance and benefits of customer care to you and your organization.
To give you a range of customer handling skills and techniques.
Help you deal with complaints and difficult customers.
Identify and address customer needs. Provide your customers with a quality service.
Customer Care Skills Training
Practicality AspectsThe Practicality Table Examples
Theory Replaced with Practical
Customer Care Guidelines Grid
Real Life Examples Discussion on Examples from industry
Real Life Activities Preparing for handling customers in real business situations after the training
Practical Demonstrations Role play during the trainings
Customer Care Skills Training
Monitoring AspectsMonitoring Schedule
Monthly ¼ - ½ Yearly
Yearly
Review Questions
10’ MCQ’s to Remind key concepts
Real Life Snap Shots
Customer Satisfaction Survey Analyzed
Tips & Tricks
Customer Care Tips
Re- Qualification
½ Day Refresher & Nominating Internal Trainer
Customer Care Skills Training
Audience Selection GuideSymptoms Root Cause Cure
Being rude to customersPeople avoid dealing directFinding excuses or explanations for feedback receivedNot giving alternatives to customers in case of non availability
Not aware of the importance of customer careNot aware of elements of customer careLacking customer handling skills
This training with proper monitoring
