Advanced Customer Service Skills
Customer satisfaction is the critical enabler for up-selling, cross-selling and retention strategies, and customer service is their key sales channel. On the other hand, effective channel shifting strategies and continuous productivity improvements in retail outlet operations are essential building blocks of efficiency programs. On the other hand, customer service is facing unprecedented challenges, Product/service offerings are rapidly evolving (pre-paid vs. Post-paid, mobile broadband & smartphones, …), increasing the complexity of customer needs and queries. Adding to this, the customers have become more demanding, expecting always-available support services and prompt solutions over a range of different channels (face-to-face, or telephone, etc...). In today's high-tech and demanding consumer market, customer service is mission critical. When customers are ‘happy’, they're likely to spend more on your services and will call again. When customer service representatives understand their role in this, they will keep customers coming back. This Five-day Customer Service Training will give new and experienced service providers a toolbox of skills, for effectively and efficiently handling all types of customer service interactions.