Excellence in Customer Service

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Excellence in Customer Service

Providing customer service excellence is what will keep your customers coming back.

Customer service excellence will give you the competitive advantage you need to survive in a harsh and increasingly uncertain business climate. In today’s customer-oriented business environment, “people skills” are critical for personal and organizational success.

How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance.

This training seminar on providing good customer service gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.

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  • COURSE TYPE Practitioner
  • COURSE NUMBER
  • DURATION 3 days
  • COURSE ACCREDITED BY ICSA

YOU WILL LEARN HOW TO

In this course, we cover all the most essential elements of service any person involved in direct interactions with customers should know and apply. From the necessary behavioral and communication skills to the right attitude, and including specific methods to analyze and improve the service provided, we cover it all straightforwardly and efficiently that will help participants ensure customer satisfaction and delight in the most challenging situations.

This seminar will include benchmarking best practices to model world-class customer service excellence.

IMPORTANT COURSE INFORMATION

Upon completing the course, participants will be awarded Strategic Axis certificate endorsed by ICSA – International Customer Service Association.

COURSE OUTLINE

Modules:

Module 1: Customer Service Introduction

Service definitions and concepts

Quality service requirements

Cost of bad customer service

Customer care foundations

The benefits of providing excellent customer service

The WOW Factor

The importance of managing internal and external customer expectations

First impressions: What do your customers see and hear?

Understanding and working with the four customer styles

Module 2: Internal Customer Service

Identifying internal and external customers

Customer requirements

Foundation of great service people

The service profit chain

The importance of attitude and teamwork

Focusing on continuous improvement

Stress management tips to increase productivity

The customer service mission and vision

Setting personal and professional goals

Module 3: Managing Customer Expectations

Understanding your customer’s nonverbal communication

Tips for building trust and rapport quickly…face-to-face or on the telephone

Developing your active listening skills to enhance communications

Use questioning techniques to identify a customer’s expectations and service requirements

Telephone tips to promote a professional image

The dos and don’t of written communication

What to say and what not to say

Comments you should avoid

Managing customer expectations

‘RATER’ and the service quality (SQ) factors

Flying over customer expectations

Role-plays and exercises on dealing with different personality styles

Module 4: Service Recovery: Handling Complaints and Difficult Customers

The importance of customer complaints and why they should be encouraged

Six steps to service recovery

Strategies to help calm upset customers

Managing emotions during stressful situations

Empower employees to get the job done

Module 5: Professional Behavior with Customers

The power of behavior

Principles of effective behavior

How to behave professionally with the customer

History of communication

Interesting study

Interpreting non-verbal behavior

The right behavior with the customer

The wrong behavior with the customer

Assertive, passive and aggressive behavior

Verbal and nonverbal components of communication styles

Module 6: Principles of Persuasion

Requesting feedback from customers and colleagues

The art of giving and receiving feedback

Negotiating mutually beneficial outcomes

Words and tones to avoid

Best practices for call handling, documentation and quality assurance

Measuring and monitoring for customer satisfaction

Dealing with different personality types

  • In The Classroom

  • Live, Online

  • Private Team Training

  • Indiviual Private Session

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