Delight your customers by going beyond the expected — every time, in every situation.
Our approach helps your team create meaningful, memorable experiences that not only satisfy but truly impress. By focusing on emotional connection, attention to detail, and proactive service, you'll turn ordinary interactions into moments that inspire loyalty and trust.
Workshop Summary
This comprehensive course is designed to equip participants with advanced techniques and essential tools to deliver exceptional customer service tailored to different customer types. Participants will explore effective communication strategies, learn to overcome communication barriers, manage sensitive information, and understand the significance of organizational image and assertiveness. Through practical activities, the course emphasizes the importance of achieving customer satisfaction and managing service processes effectively, thus fostering a culture of excellence in customer interactions.
By taking this workshop, you will receive:
- 20 hours of course-workshop (in-person or online via ZOOM sessions).
- Workbook (.DOC / .PDF).
- DC3 Labor Skills Certificate, registered with the STPS.
- Certificate of Participation.
Content
Session 1: Understanding the Customer
- Customer types and identification
- Techniques for customer care based on customer typology
- Effective communication strategies
- Communication barriers and how to overcome them
- Verbal and non-verbal communication features
- Types of communication: documentary, physical, and electronic
- Communication styles and assertiveness
Session 2: Managing Customer Requests
- Importance of information classification
- Assigning registration keys for effective management
- Benefits of organized customer information
- Added value in customer service
- Differences between service and service excellence
- Resource optimization methods
- Importance of updating customer information
- Types of registration tools
Session 3: Achieving Customer Satisfaction
- Importance of voice and tone during customer interactions
- Key elements for effectively closing service interactions
- Handling emergent or unexpected customer situations
Session 4: Practical Customer Service Processes
- Stages of customer service processes
- Procedures for handling customer requests
- Managing requested customer services effectively
- Procedures to ensure customer satisfaction
NEXT WORKSHOP:
BUCERÍAS (BAHIA DE BANDERAS)
BUCERÍAS (BAHIA DE BANDERAS)
Next workshop
Instructor
Norma Rocio Martinez Quintal
Agente Capacitador Externo STPS Registro MAQN790825QS2-0005
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