Understand the basics of excellent customer service.
Develop good communication and problem-solving skills.
Learn how to handle tough customer situations professionally.
Build and maintain strong customer relationships.
Encourage a customer-focused culture in the organization.
Module 1: Introduction to Customer Service Excellence
Keeping a Positive Attitude in Customer Service
Developing Excellent Customer Service Skills
The Role of Customer Service in Business Success
Understanding Customer Expectations and Needs
Importance of Active Listening and Empathy
The 4 ‘S’ of Customer Service
Reviewing and Improving Call Scripts
Greeting Etiquette, Even with Upset Customers
Module 2: Effective Communication
Verbal and Non-Verbal Communication Skills
Handling Customer Inquiries and Requests
Managing Customer Complaints and Feedback
Providing Clear and Helpful Information
Practical Training on Pronunciation, Tone, and Active Listening
Receiving and Giving Constructive Feedback
Module 3: Problem-Solving and Conflict Resolution
Identifying Customer Problems and Challenges
Dealing with Difficult Customers and Situations
5 Steps for Handling Objections
The L.A.S.T. Method for Difficult Customers
Role-Playing and Live Call Scenarios
Addressing VIP Service Requests
Managing Service Limitations
Handling Unmet Service Expectations
Module 4: Cultivating a Customer-Centric Culture
Building Trust and Credibility Strategies
Nurturing Long-Term Customer Relationships
Using Customer Feedback for Improvement
Every Employee’s Role in Great Customer Service
Implementing Continuous Improvement and Feedback
Establishing a Routine for Product Knowledge Training
This training program will equip the Electro Mart Limited (EML) call center team with the skills needed to provide exceptional customer service, build positive relationships, and address various challenges effectively.