Sales & Marketing

Training Course: Customer Service Excellence & Mindset (Customer Recreation)


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SM234624

17 - 21 Mar 2025

Madrid (Spain)

Hotel : Pestana CR7 Gran Vía

Cost : 5250 € Euro

 Introduction

In this course, we cover all the most important elements of service any person involved in direct interactions with customers should know and apply. From the necessary behavioral and communication skills to the right attitude, and including specific methods to analyze and improve the service provided, we cover it all in a straight forward and effective manner that will help participants ensure customer satisfaction and delight in the most challenging situations.

Course Objectives of Customer Service

  • Explain the importance of customer service in a competitive environment
  • Defend the vital role internal customers play and show that their satisfaction is key for the success of an organization
  • Practice the techniques of managing customer expectations and delighting customers
  • Provide better, faster service and increase customer satisfaction
  • Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem

Course Outlines of Customer Service

Day 1: Definitions and concepts

  • Quotations on customer service
  • Service definitions
  • Quality service requirements
  • Some interesting numbers
  • Cost of bad customer service
  • Customer care foundations
  • Learning from the best
  • Additional comments about service

Day 2: Internal customer service

  • Identifying internal and external customers
  • A final definition
  • Elements of service
  • Customer requirements
  • Foundation of great service people
  • The links in the service-profit chain
  • Internal customer service

Day 3: Managing customer expectations

  • The Importance of customer expectations
  • Perceived service quality
  • What to say and what not to say
  • Calming upset customers
  • 12 tips for calming upset customers
  • Comments you should avoid
  • Managing customer expectations
  • 'RATER' in real life
  • The Service Quality (SQ) factors
  • Flying over customers' rising expectations
  • The customer loyalty ladder
  • Role-plays and exercises on dealing with different personality styles

Day 4: Effective communication skills for handling customers

  • Effective communication
  • Verbal communication with customers
  • Active listening
  • Effective listening skills
  • Phone etiquette

Day 5: Professional behavior with customers

  • The power of behavior
  • Principles of effective behavior
  • How to behave professionally with the customer
  • History of communication
  • Interesting study
  • Interpreting non-verbal communication
  • The right behavior with the customer
  • The wrong behavior with the customer
  • Types of behavior
  • Assertive, passive and aggressive behavior
  • Verbal and non-verbal components of communication styles

Dealing with difficult customers

  • Dealing with different personality types
  • Typical customer personality types
  • Service recovery

Sales & Marketing

Training Course: Customer Service Excellence & Mindset (Customer Recreation)


Register Now
Quick Inquiry
Discount Group Download Brochure (36)

SM234624

17 - 21 Mar 2025

Madrid (Spain) - Pestana CR7 Gran Vía

Hotel : Pestana CR7 Gran Vía

Cost: 5250 € Euro


  About Madrid

Madrid is a city that combines its enduring history with its cosmopolitan atmosphere to create a destination that favored amongst tourists from around the world. This is a city that is very much bursting at the seams with life and its vibrant atmosphere, cultural attractions and connection with history ensure travelers have everything they could possibly want from a European city break. At the end of a flight to Madrid, there are sites to see, picturesque streets to roam and, of course, excellent shopping opportunities to explore. Visitors can immerse themselves in Madrid's fantastic local culture, its peerless art scene and world acclaimed fine dining. In fact, there is very little that Madrid doesn't have to offer.


  Things to do and places to visit in Madrid

The only problem travelers will encounter during their visit to Madrid is knowing what to do first. Sampling the mouth-watering tapas, strolling through one of the many excellent museums or even simply soaking up the atmosphere are all excellent options. Spend a sunny day wandering through the splendid squares or marvel at the intricate architecture of the churches.With so many options, flights to Madrid are great for people of any age or inclination.

When visiting Madrid, be sure to:

  • See the superb collection of art is the Museo del Prado.
  • Stroll down the Gran Via.
  • Enjoy the atmosphere of the Plaza Mayor.
  • Wander through the stunning gardens of the Parque del Buen Retiro.
  • See the beautiful mansion of the Museo Lazaro Galdiano.
  • Find quirky fashions in the Fuencarral market.
  • Try some of the many different tapas dishes.
  • Visit the statues of Don Quixote and Sancho Panza in the Plaza de Espana.
  • See the breathtaking Basilica de San Francisco El Grande.
  • Wander the Casa de Campo park, which is five times the size of Central Park.
  • Shop in the luxury boutiques of the Golden Mile.
  • Look for bargains at the El Rasto flea market.
  • See Picasso's Guernica in the Reina Sofia museum.
  • Snack on churros with chocolate.
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