Know your customer and create the foundation:

• Recognize who is your customer and what are they looking for?
• Understand the requirement of the customer
• Know the foundation of customer service
• Learn the pillars of customer service
• Know how to create a professional approach towards the customer

Create a professional approach to interact with the customer :

• Focus on creating a successful interaction with the customer
• Understand the expectations of the customer
• Use conversational language to your advantage
• Recognize your strengths and areas where you need to work on

Create a vision :

• Assess your customer service approach and create a vision towards enhancing the skill
• Create goals and set benchmarks of where you want to reach
• Use the bridge model to achieve goals
• Understand the process and use it to align the goals

Listening Skills :

• Recognize that listening plays a critical role in customer service
• Know the different levels of listening
• Look at the various factors to be worked on when listening to the customer
• Exercise working on the skill and listen instead of only hearing
• Listen to calm them down, and deal with conflicts

Communication Skills :

• Work towards building a two-way communication
• Recognize the types of communication, know the various forms and the impact that they have
• Understand how communication works and doesn’t work
• Recognize the filters to communication
• Identify the barriers to communication and work towards overcoming them

Body Language – Non-Verbal Communication :

• Recognize the importance of non-verbal communication
• Work towards creating a positive impression
• Develop positive energy by interacting and using the right gestures, actions, and styles of body language

Enhance the Customer Service Experience :

• Understand your customer
• Know that there are different kinds of customers
• Customize your interaction with each kind of customer
• Identify the questioning model and work towards asking the right questions
• Recognize the different customer behaviours

Know your Personality Style :

• Understand that each one has different personalities and behaviours
• Understand your own personality style
• Identify the personality styles of people around you and see how you can adapt
• Work towards the interaction in a logical and pragmatic way
• Recognize the different personalities and find out how to mould your behaviour to get the best out of the interaction

Recognize the different kinds of complaints and resolve them :

• Recognize the different complaints from a customer
• Implement a structure to work on those conflicts and complaints
• Use the learnings to resolve the complaints
• Reduce the complaints and category of complaint

Excel at Customer Service :

• Exceed the brand value of your organization by building your credibility, and keep customer’s trust
• Forming a connect with the customer to go the extra mile
• Use the 30-sec rule of Customer Service