Introduction to Customer Service

1.Introduction and Objectives

• What Is Customer Service?
• Why Is Customer Service Important?

2.Communication Skills

• Verbal Communication
• Non-Verbal Communication
• Active Listening
• Empathy

3.Understanding Customer Expectations

• Identifying Customer Needs
• Managing Expectations
• Over-Delivering Value

4.Handling Difficult Customers

• Types of Difficult Customers
• Strategies for Diffusing Tension
• Conflict Resolution Techniques

5.Technology in Customer Service

• Overview of CRM Systems
• Automation and Chatbots

6.Regulatory Compliance

• .Legal Aspects in Customer Service
• Quality Standards

Case Study:   StellarTech’s Regulatory Compliance Blunder