A must for for all service professionals !

1. Customer Service - Inside Out In NLP Way

2. objectives • To enable professionals understand the role of a competent customer service representative. • An Inside-Out approach towards customer service. • Development of Inner self to Influence Customer Service. • Techniques to Analyze the inner-self vs. customer handling . • How do Customers want to see “Right people” giving the best service? • Developing a habit of listening as well as listening with empathy. • To Analyze the Customer Demands and their behavior patterns . • Importance of Etiquette and non-verbal communication .

3. Methodology:Use of case-studies, film clips, role-plays, group work & psychometric tests . Programmed Outline:Introduction:• Course and Delegate Introductions• Changing Customer Needs and Markets• Importance of Attaining Competitive Edge• Critical Factors for Excellent Customer Service Customer Service Skills:• Checking if Customer Expectations are met• Understanding Consumer behavior nowadays• Impact on Brand image • Evaluating Present methods of Customer Satisfaction• How to ensure service standards are adhered

4. Personal Agenda vs. Customer:• Importance of Personal effectiveness • Analysis of Personnel involved• Checking Right Attitude and Performance• Do Customer Service Staff handle it right?• Which individuals require further training• How to develop Customerisation?• Listening and Listening with empathy• Impact of Etiquette and Telephone/Email answering• How can individuals make a Difference Dealing with Problems:• Handling Angry Customers?• How to keep calm under pressure• Learning why customers are getting angry• How to say the Right things at the time?• Keeping Management informed of on-going issues• Becoming Proactive to solve future Complaints

5. Creating the Change:• Obtaining Customer Views regarding Service• Developing Customer-Centric Culture• Clear and regular Communication Between Managers and Teams • Involving Manager to become active to Understanding and solving complaints• Outlining rules and processes to Educate the customers Personal Action Plan Closedown

6. Forty Hours Workshop or Full five days workshop or Ten half days workshop REGISTRATION INFORMATION:Please enroll by email and we will forward you further details with Delegates Booking Form.Fees for per man day i.e. 8 hours for 20 pax group size is Rs.40k Plus Service Tax for Delhi NCR and for outstations workshops transportation and accommodation costs are extra. The fees includes Course Exercises Workbook, certificate and Course Handouts.50 % payments to be made with PO and balance within a fortnight after the session.

7. Contact:Seema – Relationship ManagerSOFT SKILLS WORLDCorporate Office:F-41,GF,Suncity,sector -54,Gurgaon,Haryan,India-122012.Email: info@softskillsworld.comWeb: http://www.softskillsworld.comRing (0124) 4103216,9818493659Join Us on LinkedIn Please Contact us for CUSTOMIZED In-company Training Programmefor Marketing /SalesProduction/ OperationsFrontline/ Customer Help-desksor many more… We operate Anti-spam policy. Mails are sent through subscribed or referrals /recommendations.If received by error then Unsubscribe via info@softskillsworld.com Forthcoming Training WorkshopsWORK PRIORITIZATION