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.
- 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
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In The Classroom
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Live, Online
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Private Team Training
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Indiviual Private Session
Please Register for More Information
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