Customer service training course

06/10/2016

Session 1: Summary of customer care service

  • Introduction
  • Characteristics of customer service
  • Importance of customer service
  • New perspectives regarding customer service
  • Some popular customer service models and formulas
  • The impact of organization’s culture to customer service
  • The role of managers in customer care

Session 2: Customers’ mental process and behaviors

  • Summary of customers mental process and behaviors
  • Understand customers’ thinking
  • The characteristics of customers’ psychology
  • Analyzing and dealing with various types of customers

Session 3: Determining and conducting customer service strategy

  • Determine target customers
  • Choose an appropriate customer service model
  • Establish standards for customer service
  • Determine customer service tools
  • Determine methods of supervising and assessing the effectiveness of the customer care strategy

Session 4: Deploying the customer care service

  • On-the-phone customer care service
  • Online customer care service
  • On site customer care service
  • Some other forms of customer care service
  • The CRM system in customer care administration
  • Dealing with customers complains
  • Keys to successful customer service
  • Taking care of special customers
  • The coordination of customer care and other marketing tools
  • Controlling and evaluating customer care

Session 5: Fundamental skills for customer service staff

  • Communication and consulting skills
  • Problem solving skills
  • Negotiation skills

The course was designed to provide knowledge and professionalism in customer care for learners. After the course, participants are expected to be able to:

  • Understand the importance of customer care
  • Understand customers’ expectation and what affect their loyalty
  • Process, methods, regulations of professional customer care
  • Comprehend customers psychology and how to deal with different types
  • Necessary skills for customer care
    • Leaders of enterprises
    • Mid-level managers
    • Salesmen, customer service, customer relation

Ms.Yen Do: yen-do-picture1
She has had almost 20 years of experience in human resource management and corporate consult, training and development;
She used to work at high managerial positions in multinational corporations such as HR Director, Training Director at LG corp., HR and Regional Recruitment Director at Nortel Networks, Vice President at Techcombank AMC… She is one of the top experts in the market in the field of recruitment, training and development, corporate consulting organizational restructuring and capacity improvement.

Thông tin chung

  • Địa chỉ: 102 Truong Chinh street, Dong Da District, Hanoi
  • Ngày khai giảng:
  • Lớp:
  • Thời lượng: 1-2 days
  • Học phí: