Beirut, Lebanon Tel/Fax: +961 3 327813 coach@wydner.com

THE 'PING-PONG' CUSTOMER CARE COACHING PROGRAM- By Samir Zehil

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PING PONG CUSTOMER CARE COACHING OUTLINES

 

·         The Do's and Don’ts of Customer care

·         Customer care light mistakes and to how to avoid

·         Customer care medium mistake and how to avoid

·         Customer care heavy mistakes and to how to avoid

·         Customer care deadly mistake and how to avoid

·         Telephone Etiquette

·         Communication with internal & external customers

·         Good thinking habits

·         The consequences of good/bad service

o   Looking to exceed customer expectations

o   Making the customer feel special and valued

o   Managing first impressions face-to-face

o   Positive body language

·         Caring about the problem - ensuring the customer feels listened to

o   Saying 'no' constructively

o   Developing customer empathy

o   Dealing with angry customers

o   The major unethical faux-pas and how to avoid

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