Customer Service for those who care
(SCUST, Live Instructor-Led Training, 2 days)


Dates and Pricing


Jan 15 to Jan 16, 2018$1,150/person Feb 12 to Feb 13, 2018$1,150/person Mar 12 to Mar 13, 2018$1,150/person

Outline

Introducing Customer Service
Common Mistakes in Providing Customer Service
Developing a Customer Focussed Philosophy
Who are our Clients?
Internal Clients versus External Clients
What goes into Good Customer Service?
The Cost of Bad Customer Service
Understanding Personality Types
Towards a Common Vision
Understanding Yourself: Personality Types
Understanding our Assets: Knowledge and Skills
Rewards and Consequences
Essential Skills for Customer Service
Emotional Management
How to Provide Service
The Art of Communication and the Sharing of Knowledge
Challenges of a Multicultural and Multilingual Workplace
The Keys to Effective Team Work
Strategies
Striking a Balance between Operations and Management
About Managing Stress
About Managing Time
Striking a Balance in your Personal and Professional Life
Deali0ng with Difficult Clients
About Conflict
The Categories of Conflict
Managing Anger
Managing Difficult Behaviours
Mastering the Difficult Client
Concrete Techniques for Managing Difficult Behaviours
Process Concepts for Service Professionals
Core Definitions
The Incident Lifecycle
Integrating Processes, Products, People and Partners
The Service Desk and its Responsibilities
How to Manage Incidents
When an Incident becomes a Problem
How to Manage Problems
About Service Provision and Improvement
The Art of Troubleshooting
Standards in Practice
About Service Level Agreements (SLAs)
Understanding the Role of a SLA
A Discussion on Service Quality
How to Continually Improve Service Quality