Executive Development Programme in Customer Service Problem-Solving Skills
-- ViewingNowThe Executive Development Programme in Customer Service Problem-Solving Skills is a certificate course designed to empower professionals with the necessary skills to tackle complex customer issues. In an era where customer experience is a key differentiator, this programme gains significance as it helps organizations to provide exceptional service, fostering customer loyalty and driving business growth.
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⢠Understanding Customer Needs: This unit will focus on the importance of understanding customer needs and expectations, and how to identify them to provide excellent customer service.
⢠Effective Communication: This unit will cover effective communication skills, including active listening, clear and concise language, and empathy, to build strong relationships with customers.
⢠Problem Identification and Analysis: In this unit, participants will learn how to identify and analyze customer problems, using tools and techniques to diagnose the root cause and determine the best course of action.
⢠Creative Problem-Solving: This unit will focus on developing creative problem-solving skills, encouraging participants to think outside the box and find innovative solutions to customer problems.
⢠Collaboration and Teamwork: This unit will emphasize the importance of collaboration and teamwork in solving customer problems, and how to work effectively with colleagues to achieve the best outcome for the customer.
⢠Service Recovery: This unit will cover best practices for service recovery, including how to apologize, take responsibility, and make things right for the customer, to turn a negative experience into a positive one.
⢠Measuring and Improving Performance: This unit will focus on how to measure and improve customer service performance, including metrics and KPIs, to ensure continuous improvement and drive customer satisfaction.
⢠Managing Customer Expectations: This unit will cover strategies for managing customer expectations, including setting realistic goals, communicating clearly, and under-promising and over-delivering.
⢠Building Customer Loyalty: The final unit will explore ways to build customer loyalty, including providing exceptional customer service, exceeding customer expectations, and creating a positive customer experience.
By covering these essential units, participants in the Executive Development Programme in Customer Service Problem-Solving Skills will gain the skills and knowledge they need to provide excellent customer service, solve customer problems effectively, and build long-term customer loyalty.
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