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