培训受众: Customer relations and customer service staff with front line customer service responsibilities 课程收益: Enhance the quality of Customer Service 课程大纲: Course Reference
Customer Service and Customer Relationship Management Skills
Content
Face-to-Face, Email and Telephone Customer Service Communications
Duration
Approx. 3 months
Format & Schedule
Extensive Format - weekly workshops with homework, tele-coaching & email support
Number of Participants
Maximum 12 learners per group
Comments
Highly customized content - practical exercises focused on developing empathy, active listening, dealing with difficult people, assertiveness, offering solutions, instilling customer confidence. Includes "secret shopper" evaluations and participant assessments.