DALE CARNEGIE ' TRAINING by zKO8Yip7

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									DALE CARNEGIE ' TRAINING              RUSHMORE BUSINESS SCHOOL
                                           ‘Re-engineering your future’



World Class customer Service


 Develop and define customer service skills that enhance
  your professional relationship with customers.

 Identify customer behaviour and learn how to deal with
  customer conflicts.

 Build decision-making skills that resolve conflict.

 Develop negotiation skills.

 Reduce work-related stress while satisfying internal
  customers
DALE CARNEGIE ' TRAINING            RUSHMORE BUSINESS SCHOOL
                                           ‘Re-engineering your future’




World Class Customer Service -continued
Session by session Objectives:

Module 1 - Understanding World Class Customer Service
   World Class Customer Service
   Mapping Customer Service
   Managing Your Own Attitudes
   Attitude Areas
   Personal Attitude Improvement
   Principles of World Class Customer Service
   Breakthrough Vision

Module 2 - Providing Sales-Related Service
   Types of Customer Interactions
   The Dale Carnegie Customer Continuum
   Customer Behaviors
   Proactive Customer Service

Module 3 - Resolving Customer Conflicts
   Responding in a Positive Way
   Recent Complaint
   Resolving Complaints
   Dealing with Customer Behaviors

Module 4 - Negotiating with Customers
   Successful Negotiations
   Primary Negotiation Skills
   Written Interactions

Module 5 - Servicing Internal Customers
   Reducing Work-Related Stress
   Solving Internal Problems
   Affinity Diagrams
   Exercise: Internal Communication

Module 6 - Achieving World Class Customer Service
   The ICSA Award
   Team Contest Evaluation
   Your Training Experience

								
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