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.
Objective
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.