SOFT-SKILL COURSES

Customer care skills

Customers are an important factor to help enterprises be able to survive, develop and stand firmly in the market. Before the fierce competition market economy today, maintaining relationships and keeping loyal customers is not easy.

When you take any position, you must own customer care skills that are often high stressful, especially when you encounter trouble or customers upset. Therefore, “Customer Care Skill” training course will help you learn how to properly develop these skills, understand how to properly and effectively communicate with your customers from time to time.

Hinh khoa hoc

COURSE OVERVIEW

Name of the course: Customer care skills
Object: Deputy department, managers, supervisors, group leaders, etc.
Training time: 2 – 3 days (designed as customer’s requirements)
Language: Vietnamese
Lecturers: Vietnamese
Forms of training: Inhouse or Public workshop
Training methods: Lecture presentation, discussion, and practice are organized in the classroom

PURPOSE OF COURSE

  • To understand the role and importance of customer care
  • To firmly grasp the rules when taking care of customers
  • To equip the most important customer care skills

TRAINING CONTENT IN THE COURSE

1. What is customer care?

2. Role of customer care

  • Retaining existing customers
  • Seeking new customers
  • Reducing business costs
  • Improving corporate competitiveness

3. Rules when taking care of customers

  • Standing on customer’s point of view
  • Considering customers as the most important target
  • Being honest

4. Customer care skills

Professional skills:

  • Understanding product knowledge
  • Understanding the organization and the services offered by you
  • Knowledge of technology

Human skills:

  • Understanding customer’s psychology
  • Listening and empathy
  • Personal emotional management
  • Being patient and sincere
  • Good communication skills (verbal and nonverbal)
  • Keeping an objective view of all customer’s problems

5. Summary of training course, preparing action plan and offering certificates

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