Achieving Services Excellence

PROGRAM OBJECTIVES AND OUTCOME:

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* Understand the importance and their role in achieving Customer Service Excellence
* Positive and proactive mindset for service providers and better EQ
* Acquire communication skills in meeting with different types and conditions of Clients
* Understand the flexibility approach to different conditions of customers and   interaction process in Service
* Acquire techniques of effective communication skills
* Professional face to face and telephone service handling skills
* Handling complaint and difficult customers
* Attaining after-sales service excellence and walking that extra miles

 

​Content

• The Importance of Service Excellence
• ​​​Formulating presentation strategies
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• Emotion And Stress Management For Service Providers
• Opening of the Service Interaction Process
• Managing the Service Interaction through Better Communication and     Understanding of Customers
• Professional Telephone Handling
• Complain Handling and Concluding the Interaction
• Role-play

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Learning Methodology

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•  Mini-lecture
•  Experiential Activities
•  Games
•  Case study sharing
•  Group Discussion
•  Exercises
•  Negotiation Tools and Map
•  Role-play
•  Action Planning