Interactive Webinar on

How To Provide Exceptional Customer Service


25th August 2020

(11:00 AM to 4.30 PM)

In How to Provide Exceptional Customer Service, you will learn...

How to always communicate a positive, friendly, ready to help attitude to Customers

How to handle angry Customers with diplomacy & tact

How to handle the 5 most common Customer complaints

How to spot opportunities for turning an unhappy Customer into a repeat Customer

And much more!

The quality of Customer service you give, more than any other factor, determines the level of approval Customers will give your organization. And happy Customers are the Differeance between profit and loss. This webinar gives you the skills to become an expert in your companys goods and services … a master diplomat when dealing with angry Customers … a PR po when representing your company … a personal consultant tuned into each Customer’s needs … and a saint who never becomes defensive or discourteous in your business dealings. Make sure your Customers and the people they talk to will choose to do business with you for years to come.


* Building Customer Rapport & Good Will

- Which people skills make a Difference for Customer service and public contact pros

- How to make every Customer feel important

- How to use words that trigger positive, good feelings

- What Customers really want the 3 ingredients for making Customers happy

- How to determine if your company has Customer friendly policies and procedures

- How to measure your Customers level of satisfaction with your service

- How to use a Customers name and how to avoid overdoing it

- What words and actions signal a ready to help attitude that makes Customers feel good

* Handling Problems And Complaints

- How to spot opportunities for turning complaining Customers into lifetime Customers

- Recognizing the root sources of most misunderstandings and Customer conflicts

- How to explain company policy in a way that wont put Customers on the defensive

- How to repair a damaged Customer relationship

- The 5 principal reasons Customers complain and how to handle each one

- What to do when youre about to bloow up at a Customer

- How to say no when you have to without arousing resentment

* How To Communicate With Customers

- What specific words and phrases make Customers trust and like you

- How to avoid the words that triggeer negative, unhappy reactions

- How to get the information you need from telephone callers without offending them

- How to avoid the 9 most common listening mistakes people make on the telephone

- How to handle overly talkative Customers without hurting their feelings

- How to deal with Customers who aren’t fluent in English

* Dealing With Difficult Customers

- How to deal with unhappy, irrational, angry and upset Customers

- How to keep from being intimidated by overbearing Customers

- What to do when you feel yourself becoming angry with a Customer

- What to do when a Customer questions your authority

- How to deal with ultradifficult Customers- How to deal with personal verbal attacks

- What to do when youre confronted with someone whos rude and abusive

* Projecting A Professional Image

- How to keep yourself energized, motivated and positive

- How to evaluate your telephone image is it serving you?

- How to sound polished, positive and professional on the telephone

- How to look good and sound wonderful even when you feel awful

- How to make your voice sound as a smile

* How To Be A Customer Service Superstar

- How to be a catalyst for building Teaamwork, cooperation and support with your associates

- How to work well with the other departments in your company

- How to increase sales and profitability through good Customer service

- How to wind up every Customer transaction on a positive note

Course’s time structure:

Session Timing– 11:00am to 4.30pm

Webinar Starts 11.00 am

Break – 01.30 pm to 02.00 pm

You should have good internet connection and good quality headphone/speaker set with Laptop / Desktop. You should have notepad/pen to note down important points.

How to Register:

Fee Structure :- Per participants

Rs. 2000/-

USD $ 35

18% GST is applicable

> Mode of Payment: NEFT /Paytm / Credit Card

> Cheque favouring GFORD Institute of Management Pvt Ltd payable at New Delhi.

> Fees include certificate of participation & Course Material.

*Terms & Conditions apply


Best regards

For GFORD Institute of Management Pvt Ltd

Akash Verma


Mob. :09711114779 / 9315556407

For Query and nominations – 09540012349 only Whatsapp

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