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Customer Service and Complaint Handling

Duration:1 Day

Course Trainer: Sinead Gaynor

 

Course Aim:

To equip participants with the know how and key skills to provide excellent service to customers and handle complaints in a professional and efficient manner

Course Content:

  • Understand what customer service and satisfaction entail and why CRM (Customer Relationship Management) is vital in today’s economic environment
  • Reflect on what DIT’s customers/prospective students may expect in terms of service standards and how they may be satisfied using CRM techniques
  • Agree and know the standards for interfacing with customers – over the telephone and in face to face situations
  • Learn an assertive communication style in managing customer interactions
  • Practice active listening, building rapport and questioning techniques in relevant customer situations
  • Learn to manage customer complaints effectively
  • Develop skill at handling irate/aggressive customers and awkward/emotionally charged situations
  • Reflect on the importance of body language, dress and appearance when dealing with customers in face to face situations
  • Consider the importance of vocal tone and choice of language in telephone interfacing
  • Consider how best to solicit customer feedback