| MRI offers a series of individual development programs aimed at increasing customer
sensitivity and improving the customer services process. |
Program name
|
Program outline
|
| Customer service |
- It develops in the employee the reality of an effective customer service which results
in satisfied customers.
- It creates an awareness of both the delivery of good service and the perception of
satisfaction, respect and service.
- It creates a state of mind, a way of thinking and acting that influences the customers
positively.
- It stimulates the participant to want the customers to continue doing business with
them.
- It emphasizes that Customer Service is a major factor in influencing where people do
business and that it has direct effect on the company's bottom line.
|
|
Service recovery |
- It teaches how to deal effectively with customers once a mistake has been made.
- It includes the handling of the mistake, re-gaining the customer's trust, keeping them
as loyal customers and handling complaints in an effective manner.
- It makes the participant self confident in his attitude in dealing with the customer.
- It makes recovery from a fault a major success factor.
|
| Telephone techniques |
- In today's business environment the telephone has become the most commonly used point of
contact with the customer.
- Busy signals, repeated recorded prompts, aggressive representatives become major sources
of frustration to the customer who many times opts to take their business some place else.
- It teaches the participant the skills to have patience, understanding and empathy
towards the customer.
- It drives the point that they are the "front line" between the organization
and the customer.
|
MRI's offerings to develop employees to achieve
greater customer satisfaction.