Advising and building customer loyalty
Description
Providing excellent customer service is essential for customer satisfaction and long-term loyalty. What this entails varies depending on your industry. However, some aspects are universal: your customers want advice or solutions to their problems, and they want them to do so quickly, reliably, personally, competently, and empathetically. This online training will equip you with the necessary skills. It focuses on constructive and effective communication, detailing the various channels through which customer service can be delivered today. We will also present several strategies for accurately identifying and defining your customers' needs and problems. Finally, we will explore how to resolve issues confidently and with a customer-centric approach, even in crisis situations.
Target audience
Customer service employees, with or without management responsibilities, who wish to improve their skills and/or those of their team in customer service.
Learning objectives
– To be aware of the importance of customer service for customer satisfaction and loyalty
– Communicate with customers in a constructive, respectful and effective manner
– Identify and define the needs or problems of the clients
– Adapt your approach according to the chosen communication channel
– Managing crisis situations within the context of customer service
