Personal Customer Service

TBA

Programme Overview

The program consists of 4 three-hours webinars

1st Webinar: Customer, Satisfaction and Service

After this module participants will be able to:

  • Recognize their own role for a successful customer service.
  • Understand the differences and similarities between internal and external customers.
  • Understand the different styles of service and which style really creates loyal customers.
  • Understand the difference between a satisfied and a loyal customer and the importance that loyal customers have for companies and what benefits they bring.
  • Recognize what they can do to create the conditions for a satisfied customer to become a loyal one.

2nd Webinar: Service Conversations – Open and Take

After this module participants will be able to:

  • Understand that the service conversation can be organized into phases that have a logical sequence and when followed helps them to be effective in satisfying the customer.
  • Understand their goal at the beginning of the conversation.
  • Choose the most appropriate way to start the conversation with the customer.
  • To develop the necessary skills needed to open a conversation in a comfortable and positive way.
  • Consider what is needed to discover the needs and expectations of the customer, so that they can adapt the service to his/her needs.

3rd Webinar: Service Conversations – Give, Check and Close

After this module participants will be able to:

  • Examine techniques and behaviors to better meet their customers’ needs by providing information, advice, and recommendations to their customers to solve their problem or satisfying their request.
  • Make sure customers leave fully satisfied and If customers leave dissatisfied or indifferent, then you have an opportunity to rectify the situation.
  • Create a lasting impression when they close the transaction with customer.

4th Webinar: Difficult Situations.

Dealing with difficult customers is one of the most demanding jobs anyone can do. To meet this challenge, in this module…

  • They will develop techniques for handling customers who are in a negative mood, may be angry or irritated.
  • They will learn some techniques and some methods to turn bad customer experiences into positive ones.
  • They will develop techniques that will help them when dealing with customers who are anxious, angry and upset because of a service failure.
  • They will understand how their thoughts, reactions and behavior are interconnected.
  • They will use self-control as a skill needed to effectively move forward in customer satisfaction.

Instructor

Dimitris Vintzilaios

Dimitris Vintzilaios has been a General Manager of CIN Collaborative Interactive Network (1998-2001). Cin was offering e-collaboration and e-learning services and products.

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The system is aimed at employees responsible for providing services to internal and external customers. The experience of the participants can be from very little to great. In addition, it is particularly effective in businesses where service is a key factor, such as among others:

  • High-tech companies
  • Insurance
  • Retail / Chain Stores
  • Banks
  • Hospitals
  • Call centers
  • Hospitality services

Moving into the 21st century, surveys show that five out of six jobs will be in the service sector. The best way to be competitive is to maintain the highest level of customer satisfaction. The workshop is designed precisely for this purpose. It helps employees responsible for customer service develop and practice the necessary skills that will achieve customer satisfaction, helping your business gain a competitive advantage. This system shows how to keep your company’s most valuable asset, the customers.

After completing this module, learners will…

  • Understand the importance of the customer for their personal success as well as for the success of the business.
  • Realize that satisfaction is a subjective impression created by the customer by constantly evaluating the way he is served.
  • Know to follow the logical phases of a customer conversation, what is important in each phase and what they must pursue to achieve their goal.
  • To consider the actions they should take and those they should avoid so that the discussion of satisfaction develops in the best way.
  • Know to apply methods, techniques, and tools to remedy a situation where the customer feels that you and your company have made a mistake and create a positive impression from a bad customer experience.

The system is both pleasant and efficient. It gives participants a simple, easy strategy to deal with their customers in whatever mood they are in, helping them to:

  • Improve the professional image of their position and increase their efficiency.
  • Be confident and in control of client interaction.
  • Reduce stress and irritation and recover quickly from unpleasant situations, so that they do not treat the next customers negatively.
  • Become more efficient and contribute substantially to the improvement of the company’s image.
  • Have service transactions more pleasant.
  • Improve and strengthen their relationships with customers.
  • Feel more confident and be better at their job.
  • Be able to gain the trust and loyalty of customers more easily.