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Delivering world class customer care means having the capacity to provide a memorable,unforgettable experience to each individual customer. World class customer care is not about meeting but about exceeding customer expectations and looking for opportunities to provide an unexpected wow moments in unique ways.

 Customer service is a highly customized product for each individual customer, this is the essence of World class customer care is that each customer needs to feel that this service is specially tailored for him/her. Its also worth mentioning that customer service as a product is produced one at a time and cannot be taken back. What's also very challenging when it comes to delivering customer service is that it's very hard for the Managers to monitor each and every customer service interaction.

 Adding up to the challenges is the fact that customers now are much more demanding than before, they have higher expectations due to the more pressurized lifestyle they have now. Customers want everything but don't necessarily want to pay for it and are much less tolerant, they want more for their money, time and effort and surely nowadays customers are much more aware of their rightts and are getting more and more driven by new technology.

 

conflict resolution training package

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Conflict Resolution (Click to read more)

Conflict is inevitable, we've all had them and probably will have them in the future. This two day conflict resolution training program will teach you or help you teach others how to more confidently deal.

price: $ 199.95  $ 179.95

 

 It's an established, known fact that it costs several times more to attract a new customer than it is to keep the ones you already have. So it's much wiser to focus on customers you already have however still the main concern of many companies is to make a new sale rather than build long term relations.

The Customer is the RATER of your service:

Customers evaluate the level of customer service they get according to the following main criteria :

1-Reliability           : Providing a consistent service level, delivering promises accurately.
2-Assurance          : Your ability to convey feeling of trust to customers, your knowledge, competence and courtesy
3-Tangibles           : The physical condition of your facilities, equipment and your personal appearance.
4-Empathy             :  Having the capacity for understanding, being aware of and sensitive to the feelings, thoughts and experiences of customers.
5-Responsiveness : How soon do you solve customer's issues, problems and concerns in other words, how fast is your reaction to customers wants,needs and requirements?


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Conflict Resolution, Influencing & Negotiation skills

Negotiating - Dealing with conflictIf two drivers meet in a narrow lane and neither will back up, the situation can easily develop into conflict. Resolve conflict nowConflict is a fact of life, it ...

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Mediation and Arbitration

Third party intervention is not uncommon, when a conflict that must be resolved somehow happens and all else fails then conflict resolution third party interventions are needed, below are ...

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How to disagree Agreeably

To Communicate assertively means having your own views. Since others will also have their views, this means that occasionally there will be disagreements. Following a simple step-by-step ...

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Based on best practice, there are four major keys or components a manager must be aware of to successfully influence his/her subordinates and convince them why they must achieve a certain task or ...

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Negotiating and Dealing with conflict

If two drivers meet in a narrow lane and neither will back up, the knowledge and skill required in such situation will be how to modify one or both of the drivers’ behaviour to resolve this conflict. ...

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Influencing do's and dont's

Influencing ‘Do’s’ 1. Put your main effort into trying to understand the other person. 90% of the time, influencing goes wrong because we put all our effort into expounding our own ...

2012-10-16 13:23:17

Reacting to conflict

People respond differently to different conflict situations. Not only that but the same person can respond differently to each conflict situation he/she is faced with depending on the type of ...

2012-02-22 20:05:08

Cost Vs Benefit of conflict

Defining Workplace ConflictA condition between or among workers whose jobs are interdependent, who feel angry, who perceive the other(s) as being at fault, and who act in ways that cause a business ...

2012-02-21 10:06:00

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