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| Fact sheet [?]: German Chamber of Commerce - Customer Service Excellence |  |
| Accreditation(s) |
Course
| Course name | Customer Service Excellence |
| Major(s) |
Sales And Marketing |
| Introduction | The customer is the person who pays salaries and who decides whether a business is going to succeed or fail. Literally everything we do, every concept conceived, every technology developed and associate employed, is carried out with one objective in mind - pleasing the customer. This training course offers many practical concepts and ideas about how to improve the service you offer customers. 1) Concept of good customer service 2) Improving customers’ satisfaction - Requirements for customer service staff - Developing good customer service habits - Customers’ expectations about service - Tips to improve customers’ satisfaction 3) Internal customer service - Building internal customer service awareness - Definitions of internal and external customer - Benefits of good internal customer service 4) Communication skills and etiquette - Skills for listening, questioning, giving feedback - Communicating with different types of customers - Business etiquette for face to face communication - Professional behaviour 5) Telephone skills and etiquette - Importance of tone of voice over the phone - Dos and don’ts over the phone - Answering, making, transforming, - leaving messages and ending phone calls 6) Handling customers’ complaints - Right attitude towards customer complaints - Analysing the reasons for complaints - Tips for handling customer complaints - Emotion and stress management |
| Course language(s) | Chinese |
| Target students | Business |
| Expertise level(s) | Beginner / Intermediate / Elementary / Lower Intermediate / Upper Intermediate |
| Certification(s) | |
| Trial available | Trial unavailable |
Schedule - 四月 13 Apr 2010 10:00:00 - 14 Apr 2010 18:00:00 |
2 branches(s)
| Branch | 浦西学校 |
| Key features | |
| Opening hours | |
| Address | 上海市静安区严平路121号, 三和大厦7楼, 200000 Shanghai, China |
| Public transportation |
| Branch | 浦东学校 |
| Key features | |
| Opening hours | |
| Address | 上海市浦东世纪大道1568号, 中建大厦, 200000 Shanghai, China |
| Public transportation |
1 Package(s)
| Course duration | Lesson(s) | Minutes per class | Hourly price [?] | Course price | Additional cost | Class size | Available | |
| 2 Day(s) | 16 | 60 | CNY250.00 | CNY4,000.00 CNY3,600.00 [?] / course | CNY0.00 [?] | -- | Full-time, weekdays, daytime | Add to shortlist | Questions? Ask provider now! |
| Show all German Chamber of Commerce courses |
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