Online Learning Programs by Faranani Services
Customer Care
FARANANI COURSE LEARNING OUTCOMES
- Understand customer needs in the supply chain and how to address them effectively.
- Learn customer service fundamentals and the core elements of a customer care policy.
- Identify who your customers are and understand what they truly want.
- Explain customer service standards expected by the organization and the impact of poor service.
- Implement customer service Standard Operating Procedures (SOPs) to improve service delivery.
- Build strong relationships by identifying customer needs through effective questioning and listening techniques.
- Communicate effectively with customers using two-way communication and open-ended questions.
- Maintain a professional tone by avoiding negative language and using positive, influential communication.
- Build rapport with customers using key phrases and visual words that demonstrate interest and support.
- Display ethical behavior and professionalism in all customer interactions, ensuring effective teamwork.
- Improve assertiveness and manage relationships while maintaining professionalism and self-confidence.
- Respond to stress in challenging interactions, maintaining emotional control to minimize harm.
- Handle criticism and negativity effectively, staying composed and positive in all situations.
- Communicate clearly in writing and verbally, demonstrating excellent email and telephone etiquette.
- Optimize telephone communication by adjusting pitch, volume, and tempo for clarity and effectiveness.
- Avoid common etiquette mistakes and use appropriate language in all forms of communication.
- Maintain a “can-do” attitude when addressing customer needs, complaints, and service recovery.
- Effectively manage complaints to ensure customer satisfaction and create positive outcomes.
- Identify escalation situations and manage service recovery to retain customer loyalty.
- Provide excellent service to diverse communities, building relationships with respect for different backgrounds.
- Stay calm in conflict and handle difficult customers professionally, even under stress.
- Recognize the impact of body language in customer care, using emotional intelligence to manage conflicts positively.
- Apply service recovery techniques to transform negative experiences into positive outcomes and retain customers
