Customer Service Excellence ~ Mastering the Art
Customer Service Excellence ~ Mastering the Art
Why Attend?
Attending the class on Customer Service Excellence – Mastering the Art can be highly beneficial for individuals who want to enhance their customer service skills and knowledge. By attending the class, individuals can improve customer satisfaction, build brand loyalty, increase revenue, and advance their career in customer service. The class teaches skills such as active listening, empathy, problem-solving, and communication that are crucial for creating a positive customer experience and fostering lasting relationships with customers. Overall, the class can help individuals become a more effective customer service professional and position themselves as a valuable asset to their organization.
This Customer Service training course uncovers the secrets and strategies of building a business based on improving and gaining outstanding levels of customer service and satisfaction – three factors work individually and in combination to make organizations reconsider the way they do business. These are: sophisticated customers’ needs, intense competition, and the pace of change.
Each day of every week, customers come into contact with various transactional points of service and make a silent judgment – they fill out a mental “report card” on the way they are treated.
Use the tools and techniques taught on this course to improve your customer service and retain clients and boost business. Personal recommendations account for a huge amount of new business in any sector and the easiest way to gain recommendations is by going the extra mile for your customers.
COURSE OBJECTIVES
After this customer service training course, delegates will be able to:
- Recognise what ‘customer service excellence’ really means – to you and your customers
- Understand the logic behind spending more on valuable customers, rather than “one-size-fits-all” marketing
- Understand and shape the role of each employee in the customer value chain
- Identify ‘best practice’ in managing different customer situations, including complaints
- Motivate and maintain morale in front-line customer service staff and teams
- Integrate all aspects of your organisation to manage and exceed customer expectations
- Develop, motivate and inspire customer-value staff to deliver high quality consistently
- Measure and assess how well customer service standards and objectives are being achieved
- Overcome internal communication barriers
- Form stronger relationships with individual customers through interactive Customer Centric (CC) processes and standards
FOR WHOM:
Customer service representatives, technical and support personnel, field service representatives, account managers, as well as managers who want customer service training in order to reinforce their skills and train their staffs.
DURATION: 2 DAYS
TRAINING PACK
– Award of Certificate of Participation, on completion.
– Tea Break & Light Lunch
– 30days On- going mentorship
– Discount for group enrolment (Call 09167678828)
Module One: Getting Started
- Icebreaker
- Housekeeping Items
- The Parking Lot
- Workshop Objectives
Module Two: Who We Are and What We Do
- Who Are Customers? (internal/external)
- What is Customer Service?
- Who Are Customer Service Providers?
Module Three: Establishing Your Attitude
- Appearance Counts!
- The Power of a Smile
- Staying Energized
- Staying Positive
Module Four: Identifying and Addressing Their Needs
- Understanding the Customer’s Problem
- Staying Outside the Box
- Meeting Basic Needs
- Going the Extra Mile
Module Five: Generating Return Business
- Following Up
- Addressing Complaints
- Turning Difficult Customers Around
Module Six: In-Person Customer Service
- Dealing With At-Your-Desk Requests
- The Advantages and Disadvantages of In-Person Communication
- Using Body Language to Your Advantage
Module Seven: Giving Customer Service over the Phone
- The Advantages and Disadvantages of Telephone Communication
- Telephone Etiquette
- Tips and Tricks
Module Eight: Inbound Calls
- Avoid Long Greeting Messages
- Introduce Yourself
- Focus on Their Needs
- Be Patient
Module Nine: Eliminate Phone Distractions
- Avoid Eating or Drinking
- Minimize Multi-Tasking
- Remove Office Distractions
- Do Not Let Others Interrupt
Module Eleven: Handling Irate Callers
- Stay Calm
- Listen to the Needs
- Never Interrupt
- Identify What You Can Do For Them
- Case Study
Module Twelve: Providing Electronic Customer Service
- The Advantages and Disadvantages of Electronic Communication
- Understanding Netiquette
- Tips and Tricks
- Examples: Chat or e-mail
Module Thirteen: Handling & Recovering Difficult Customers
- De-Escalating Anger
- Establishing Common Ground
- Setting Your Limits
- Managing Your Own Emotions
Module Fourteen: Understanding When to Escalate
- Dealing with Vulgarity
- Coping with Insults
- Dealing with Legal and Physical Threats
Module Fifteen: Ten Things You Can Do To WOW Every Time
- Ten Tips
Module Sixteen: Wrapping Up
- Words from the Wise
- Review of Parking Lot
- Lessons Learned
- Completion of Action Plans and Evaluations
Customer Service Excellence ~ Mastering the Art – March 23-24
Customer Service Excellence ~ Mastering the Art – June 1-2
Customer Service Excellence ~ Mastering the Art – Sept 11-12