Customer Care and Communication Skills

Service Description

Customers are not experts in your business, so you must be able to translate industry terms or technical information into layman's terms. Hence, communication skills are important in every aspect of customer service. Customer care is a customer service that seeks to acquire new customers, provide superior customer satisfaction, and build customer loyalty. It’s not just a question of reacting to your customers’ needs - it’s also about defining what they really want, even when they’re not sure themselves. So you must always remember that when it comes to customer service what you need most is good communication skills. Scope & Objectives: 1. Understanding Customer 2. External Customers 3. Internal Customers 4. Customer Chain 5. Communication Process 6. Methods of Communication 7. Barriers to Communication 8. Types of Communication 9. Verbal Communication 10. Oral and Written Communication 11. Verbal and Non-verbal Communication 12. Interpreting Non-verbal Communication 13. Body Language 14. Paralanguage 15. Telephone Skills 16. Personal Fundamentals of Telephone General Information: 1. Duration: 4 Days (08 Hrs) 2. Delivery Style: Workshop / Classroom Presentations 3. Min Participants: 10 4. Max Participants: 15 5. Medium: English / Dhivehi 6. Fees: Mrf 2000/- per participant

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