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Customer care is a delicate issue, but it is also an issue many customer care personnel have to deal with under extremely trying circumstances and tight time frames.
On the one hand, company policies must be adhered to, and on the other hand, customers demand service and information. Customer care personnel often find themselves caught between these two factors, and are stressed or demoralised as they feel that they cannot serve their customers to the best of their ability.
This programme deals with these difficult situations under which customers must be served, and equips participants with some techniques to manage these situations.
Workshop Objectives
At the end of this workshop, participants will:
- Know the value of emotional intelligence in customer interactions.
- Have a better understanding of how they usually react in stressful situations, and how to prepare to handle these situations more professionally and effectively.
- Learn how to handle difficult customer situations.
- Know how to manage their own emotions and stress levels.
Duration: 2 Days
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I learnt the mistakes I have made in handling customers. With the skills learnt, I will be able to reply to my patrons better.
Head Library Officer, National Library Board
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