Achieving Excellence In Customer Service
It focuses on developing a culture of customer service excellence and provides participants with a roadmap for examining and improving the service they provide at both the individual and organizational level.
Course Description/Objectives
We’re more likely to remember bad experiences over the good one —one bad customer service story has the potential to undo all your good works
Bad customers service will damage Your reputation Customers will move their business to a competitor, Unhappy customers will tell friends and family about their negative experience.
And you will lose BIG Money
Eliminating bad customer service is an ongoing battle
Achieving excellence in Customer Service, a must attend for every organization who intend to win the service war
You will learn to:
Establish the importance of setting and reviewing customer service standards
Design a social media plan to improve customer service support
Demonstrate how to deal with difficult customers in a professional manner
Utilize time management techniques and set SMART goals to increase productivity
Develop an understanding of internal and external customer expectations
Course Content
Enhancing Your Customer Service Communication Skills
- Active Listening and Questioning Skills to Identify a Custom er’s Expectations
- Body Language: How to Read Your Customer like a Book
- Working with Aggressive, Expressive, Passive, and AnalyticalCustom ers
- Telephone Tips to Promote a ProfessionalIm age
- The D o’s and Don’ts of written Communication
Principles of Persuasion and Professional Negotiation Strategies
- Cialdini’s Six Principles of Persuasion
- The Art of Giving and Receiving Constructive Feedback
- Strategies for Negotiating Mutually Beneficial Outcomes
- Words and Tones to Avoid
- Price Value Formula
- Negotiating across Cultures
Building the Foundation for Achieving Customer Service Excellence
- The 7 Customer Service Expectations
- Measuring Internal and External Customer Service Satisfaction
- How to Use Customer Service to Increase Sales
- “Going the Extra Mile” to Promote Customer Service Excellence
- Using Social Media to enhance Customer Service
- Protecting your Organization’s Online Reputation
Focusing on Customer Service Excellence and Continuous Improvement
- What is your Action Plan?
- Customer Service takes Teamwork
- Maintaining a Positive Mental Attitude
- Setting SMART Goals for Continuous Improvement
- Stress Management Tips to increase Productivity
- End of Course Review
Service Recovery: Handling Complaints and Upset Customers
- The Importance of Customer Complaints and Why they should be Encouraged
- Empower Employees to Get the Job Done
- Steps to Follow for Customer Service Recovery
- Strategies to Help Calm Upset Customers
- Managing Emotions during Stressful Situations
Training & Benefits
See this course training methodology, organisational impact, personal impact, and criteria for attendance.
Course Content
Enhancing Your Customer Service Communication Skills
- Active Listening and Questioning Skills to Identify a Custom er’s Expectations
- Body Language: How to Read Your Customer like a Book
- Working with Aggressive, Expressive, Passive, and AnalyticalCustom ers
- Telephone Tips to Promote a ProfessionalIm age
- The D o’s and Don’ts of written Communication
Principles of Persuasion and Professional Negotiation Strategies
- Cialdini’s Six Principles of Persuasion
- The Art of Giving and Receiving Constructive Feedback
- Strategies for Negotiating Mutually Beneficial Outcomes
- Words and Tones to Avoid
- Price Value Formula
- Negotiating across Cultures
Building the Foundation for Achieving Customer Service Excellence
- The 7 Customer Service Expectations
- Measuring Internal and External Customer Service Satisfaction
- How to Use Customer Service to Increase Sales
- “Going the Extra Mile” to Promote Customer Service Excellence
- Using Social Media to enhance Customer Service
- Protecting your Organization’s Online Reputation
Focusing on Customer Service Excellence and Continuous Improvement
- What is your Action Plan?
- Customer Service takes Teamwork
- Maintaining a Positive Mental Attitude
- Setting SMART Goals for Continuous Improvement
- Stress Management Tips to increase Productivity
- End of Course Review
Service Recovery: Handling Complaints and Upset Customers
- The Importance of Customer Complaints and Why they should be Encouraged
- Empower Employees to Get the Job Done
- Steps to Follow for Customer Service Recovery
- Strategies to Help Calm Upset Customers
- Managing Emotions during Stressful Situations
Training Methodology, Impact & Criteria
Training Methodology
This Achieving Excellence in Customer Service training course encourages delegate participation through a combination of lectures, group discussion, practical exercises, case studies, video clips, and breakout sessions designed to reinforce new skills. The comprehensive course training manual has been developed to be practical, easy to use and facilitate learning.
Organisational Impact
Here are just some of the many valuable benefits to your organisation:
- A shared organizational customer-centric service vision
- Enhanced professional image with customer base
- Increased customer retention and revenue growth
- Improved intra / interdepartmental communication and teamwork
- A more productive and customer-focused workforce
- Improved conflict resolution skills
Personal Impact
After attending this training course, you will acquire:
- An appreciation for the importance of customer service excellence
- Best Practices of world-class customer service providers
- Enhanced leadership and communication skills
- Increased confidence to work professionally with difficult or upset customers
- The insight to adjust your temperament style to become more versatile, adaptable and highly successful
- Improved time management and goal setting skills to increase productivity
Who Should Attend?
This training course is suitable for a wide range of professionals but will greatly benefit:
- Frontline Customer Service Representatives (CSR)
- Team Supervisors
- Department Managers
- Account Managers
- Field Service Representatives
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Discovery Call
Our customer support team are ready and willing to help. If you are not sure that this course is perfect for you or have any question regarding this programme, our agents will answer all your questions and point you in the right direction.
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08179064444
Discovery Call
Our customer support team are ready and willing to help. If you are not sure that this course is perfect for you or have any question regarding this programme, our agents will answer all your questions and point you in the right direction.
We are a market leader and innovators in the development and implementation of training programs as well as a consulting service provider with seasoned professionals and well trained leaders.
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