In an increasingly competitive world, customer expectations are rocketing.
Investment
€ 3480
Duration
2 days
Participant rating
WHO’S IT FOR?
Making the difference through customer service just makes sense. Quality and costs are no longer the only factors behind customer satisfaction – the customer service experience you deliver can make or break a long-term business relationship. Getting straight to the heart of the matter, this practical seminar challenges you to assess and improve your own approach to customer service using the world-class RATER model. Using reflective and experiential training techniques, you will be challenged to grow—individually and as a team. This customer service seminar is designed for all professionals working in a customer-facing role, whether internal or external.
By the end of this practical seminar you will have:
- identified and examined your customers’ fundamental service expectations.
- understood and applied the RATER model to your specific needs.
- prepared to maximize your customer impact during “moments of truth”.
- developed your core communication skills to deliver a great customer-service experience.
- planned to transfer your training to your workplace.
WHAT’S COVERED IN THE TRAINING?
- Managing customer expectations – the essentials.
- Identifying customer excellence.
- Introducing and implementing RATER (Reliability, Assurance, Tangibility, Empathy, Responsiveness).
- Recognizing and implementing RATER behaviors and language.
- Listening to learn, and learning to listen.
- Asking effective questions to uncover needs and priorities.
- Communicating appropriately via email and telephone.
- Giving bad news.
- Saying “no” without breaking the relationship.
- Maximizing your impact in “moments of truth”.
- Putting it into practice in your workplace.
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Written by our staff
Jobs at Target Training
We are always looking for qualified, experienced and people-oriented professionals. For that reason, we run an ongoing recruitment process. We accept applications for future positions.
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Target Training GmbH
Kopernikusstrasse 13 - 63071 Offenbach am Main - Tel: +49 69 8484 79 0 - Fax: +49 69 8484 79 21
