Customer Service Skills

'Introduction to customer service' has equipped me with the ability to understand customer service and its importance in service delivery organization.

2. 'Elements of Good & Poor Customer Service' has made me equipped to identify customers requirement and differentiate between good and bad customer service.

3. 'Moments of Truth' has equipped me with the ability to articulate moment of truth and customer delight

4. 'Pre Customer Engagement' has helped me understand the stages in Customer Engagement along with the importance of pre customer engagement.

5. 'Customer Engagement & Phases of Customer Engagement ' has helped me to understand the importance of Customer Engagement and the various phases that deals with the customer engagement.

6. 'Customer Experience - Body Language & Telephone Etiquette' has helped me to understand body language and basics of telephone etiquette.

7. 'Complain Handling' has equipped me to understand why complain occurs and its impact on the organisation,usage of CARE Model and service recovery and its limitations.

8. 'Service recovery' has equipped me to understand the concept of service recovery and how to retain customers.

9. 'The Art of saying No' has made me aware of identifying situations that are not in control and influence ,learning the best way of saying "NO" in situations that cannot be serviced.