Customer Satisfaction
In this training program, we will examine the importance of customer-oriented thinking, the most decisive factor in differentiating institutions in today’s competitive environment, and the impact on the process of the behavior of employees who manage customer relations on behalf of the institution.
Target audienceRegardless of the circumstances, in
Durationconstant contact: all employees and managers. 02 Duration: 1 days (09:00 - 16:00)
Participants12 people per group
Training content
- The Customer and Customer Service
- The Concept of Customer Focus
- Meeting Customer Expectations
- Customer Complaints
- Face-to-Face Communication with the Customer
- Communicating with the Customer by Phone
- Difficult Times in Customer Relations
- Customer Problems
- Characteristics of a Good Employee
- What Does Product and Service Knowledge Consist Of?
- The Difference Between a Product or Service Feature and Its Benefit
- Presenting the Product and Service
- Customer Behaviors and Counter-Tactics
- Dealing with Customer Complaints
- Communication Channels
- Reasons for Objections
- Actively Welcoming the Customer
- Principles of Outward Appearance
- Questions Not to Ask the Customer
- Farewell Styles and Phrases to Use with the Customer
At the end of this training, participants
- Will understand the importance of customer satisfaction in today’s competitive conditions.
- Will learn ways to improve your service quality.
- Will learn what needs to be done to welcome customer complaints as a gift.
- Will learn effective ways of communicating with customers.
Training method
Interactive knowledge sharingPersonal quality analysisGames and their assessmentsDiscussions on the video presentation