CUSTOMER RETENTION AND EARNING LOYALTY NOTES

Questioning structure; the structure of a question, the role and value of questions in difficult situations, how to avoid the pitfall of a poor question aggravating a situation, Questioning style. Earning Customer Loyalty It is said in business that customer Read More …

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PROBLEM SOLVING & HANDLING CUSTOMER COMPLAINTS NOTES

Customers are becoming more demanding and in some cases–rude. Complaints are an opportunity to improve existing service and begin delivering quality service. Identifies basic problem solving skills, complex problem and irate customer handling skills. Introduces the concepts of self-talk and Read More …

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TRANSACTIONAL ANALYSIS NOTES

Transactional Analysis (or TA as it is often called) is a model of people and relationships that was developed during the 1960s Dr. Eric Berne. It is based on two notions: first that we have three parts or ‘ego-states’ Read More …

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COMMUNICATION SKILLS NOTES

For communication to occur effectively, the ability and skills are required: must be able to communicate effectively with all levels of managements . Must have substantial experiences, training in oral and written communication and demonstrate good writing skills. Be able Read More …

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HANDLING DIFFICULT SITUATIONS NOTES

Handling difficult people and situations is one of the most stressful aspects of the modern working environment. This handling difficult people and situations training course provides a practical guide on how to handle difficult people and situations effectively and ensure Read More …

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INTRODUCTION TO CUSTOMER CARE NOTES

WHAT IS CUSTOMER CARE? Customer care involves putting systems in place to maximize your customers’ satisfaction with your business. It should be a prime consideration for every business – your sales and profitability depends on keeping your customers happy. Customer Read More …

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