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                  LOMA’s Customer Service Skills in Action Workshop

	LOMA's video-based training module for people who deal with internal and external customer
Customer Service Skills in Action uses financial services examples, company staff can develop 
good service skills through numerous positive interactions between a customer and a business 
organization. The program help company staff in their working places work effectively to win , 
retain , and grow business.

Benefits for your company:
    • Improved customer satisfaction and retention
    • Increased sales through better word-of-mouth advertising
    • Fewer time-consuming problems and misunderstandings
    • Improved staff morale as customers experience top service
Employees will learn about:
    • Customer personality and behavior patterns
    • Communication problems and solutions
    • Customer service on the telephone
    • Listening to the customer
    • Understanding the customer
    • Negotiation skills
    • Working with upset customers
Contents :
    • Session 1 : Basic knowledge and skills
    • Session 2 : Understanding your customers – wants , needs , and expectation
    • Session 3 : Understanding Customers – Personalities and behavior patterns
    • Session 4 : The communication process
    • Session 5 : Verbal Communication
    • Session 6 : Customer service and the telephone
    • Session 7 : Listening to the customer
    • Session 8 : Making sure you understand the customers : paraphrasing and questioning
    • Session : 9 Responding to your customers : explanation , persuasion and negotiation
    • Session 10 : Working with upset customers
      Course closing and action planning.