EXCELLENCE IN CUSTOMER SERVICE

OBJECTIVE: 

Quality in the Service and Customer Service, will improve your attitude towards the client, applying principles, methods and techniques that allow you to relate personally, in an effective and efficient way, you will learn the bases to develop customer service activities according to the needs of your company, and in the key processes of the organization, where contact with the client is evident in order to provide a quality service.

TOPIC A: The Business Environment and Factors
BASIC CONCEPTS

  • The quality and concepts interpreted in a globalized world
  • The expectation of our customers
  • The reasons for the shift towards a quality culture
  • Impact of poor quality of Service in the work environmen

THE CLIENT

  • Types of Clients
  • Expectations of the Clients

QUALITY OF SERVICE

  • The Quality Standards
  • The Importance of Quality Service
  • The Benefits of offering Quality Service
  • The Cost of POOR Quality Service

TOPIC B:  The Development of a Customer Service Attitude
CREATION OF NEW HABITS THAT WILL PROVIDE EXCELLENCE IN CUSTOMER SERVICE 

  • The Customer’s Perception of our service
  • The lack of a Service Oriented Attitude
  • Attitudes towards the External Customer
  • The Service and the need to constantly renew your attitude
  • The Clients Self-Esteem
  • Professional Ethic

GOLDEN SUGGESTIONS FOR CUSTOMER SERVICE

  • Proactivity
  • Enthusiasm
  • Kindness and Courtesy
  • The importance of knowing their name
  • Complete Attention
  • Learn to Listen
  • The importance of body language