Delivering Quality Service

This is a workshop in which participants exchange thoughts and ideas aiming at truly understanding what customers want, what they need, and what they value.

This task is undertaken by placing ourselves in the shoes of the customers and analyzing our own past experiences (good and bad ones) as customers retaining the services of a given company or purchasing products.

Together with the instructor, participants analyze the different modalities of interaction with customers, their expectations and how we respond to them, and the ever-growing importance of customization both in selling and providing services.

Contents

• Delivering High-Quality Service
• Managing Expectations
• The Importance of Customization
• Live-Chat or Text-Based Interaction
• Customer Satisfaction vs. Customer Loyalty
• Debate: Putting Oneself in the Shoes of the Customer
• Customer Service Training Games;
• Activities for Training Customer Service Reps and Salespeople

Participants are provided with different course materials each and every class. Materials include recordings of businesspeople discussing the relevant matter, readings and articles from magazines, journals, newspapers, the Internet, and papers written by qualified specialists in the field. Extracts from specific business books are also included.

This is a workshop that involves mostly oral group work, analysis of hypothetical cases and situations and correlation of those hypotheses with actual cases and situations gone through in the company’s daily activities

Para recibir mayor información sobre nuestros servicios, por favor contáctenos vía e-mail a info@thetrcompany.com o telefónicamente al (54.11) 4896.2693 o al 4784.5445