IWC - Interacting with Customers Duration One Day Overview Introduction to Customer Service, Creating and Projecting a Positive Company Image, Professional Behaviour and Handling Queries and Complaints 1. Introduction to Customer Service Customer Expectations Customer Satisfaction What paying customers expect RATER Model of customer service Developing a customer service attitude Why we lose customers Rules for Quality Customer Service 2. Promoting your company image by reflecting a positive image Your company's image Understanding business unit visions The impact of service on different job profiles 3. How to create a positive image Creating positive impressions Impact of good communication on customer service Know what your company sells Identify the departments in your company and what they do Know how service is provided 4. Professional approach Internal and external customers Goal of serving customers The heart of the customer Communicating professionally Communication barriers Understanding the impact of good communication in customer service 5. Handling customer queries and complaints Handling customer complaints Reward your customers Case studies of customer queries Role plays