• Understanding Quality Service & Service Culture
• The 2 dimensions of service

• Verbal Communication for productive relationships
  • The How’s of positive communication
  • Words that build relations
  • Words that impair relations
  • The 6 C’s of Customer communication
• Behavioral Skills for productive relationships
• Body language
• Volume cues
• Appearance & grooming
• Miscellaneous cues
• Positive vs. negative behavioral skills
• Listening Skills for improved relationships
• How to say “No” or dealing assertively with customers
• Customer focused behavior

Addressing Customer Needs & Behavior Style

• Customer Needs
  • What are they & how to address them
• Different Perceptions, Different Flexing Strategies
  • How to identify the style of the customer & how to flex to it

Building Customer Loyalty

• The law of the six values
• The customer loyalty grid
  
• Resolving Service Breakdown
  
  • Service recovery strategy
  • Roadblocks to service recovery

Shallu Matharu
Marketing Executive
Competence HR LLC
Muscat, Sultanate of Oman

INVESTMENT PER PARTICIPANT:RO 195/-