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Customer Service

Advanced Customer Service Skills




Introduction:

Achieving customer service excellence is not accomplished by accident, nor is it attained without effort and teamwork. It requires well–trained customer service professionals who have a passion for providing quality service. Providing customer service excellence gives an organization a competitive advantage in the marketplace and is the key factor that keeps customers coming back. Delegates will learn best practices of world-class customer service providers to develop a customer-focused mindset for continuous improvement.

In today’s customer-oriented business environment, interpersonal skills are a critical component for promoting customer satisfaction and organizational success. Providing world-class customer service requires a unique combination of effective communication strategies, persuasion techniques, and conflict resolution skills. This highly-interactive customer service training course gives delegates the tools, resources, and confidence they need to enhance customer relationships and promote customer service excellence within their organization.

Targeted Groups:

  • Customer Service Professionals
  • Managers and Supervisors who want to improve customer relationships
  • Marketing executives and managers who are interested in customer retention, Social Media and word-of-mouth marketing
  • Anyone responsible for or contributing significantly to the development and implementation of customer relationships

Course Objectives:

At the end of this course the participants will be able to:

  • Describe the best practices of a world-class customer service provider
  • Develop a customer-focused mindset for continuous improvement
  • Identify key components that promote customer retention and loyalty
  • Measure customer service standards
  • Develop an understanding of internal and external customer expectations
  • Use the phone more effectively and leave professional voicemail messages
  • Communicate more effectively by utilizing active listening and questioning skills
  • Apply the principles of persuasion to key negotiation situations successfully 
  • Give and receive feedback in a constructive manner
  • Understand the importance of written and electronic communication
  • Use nonverbal communication to make a positive first impression and build rapport quickly
  • Set SMART goals to increase productivity
  • Understand the importance of customer and organizational confidentiality
  • Utilize stress management techniques to increase job satisfaction
  • Use conflict resolution skills to work with difficult or demanding customers in a professional manner
  • Manage their emotions during stressful situations
  • Appreciate the importance of teamwork and maintaining a positive attitude
  • Work effectively with difficult or demanding customers in a calm and professional manner
  • Use body language to build trust and instant rapport with customers
  • Encourage customer feedback and measure customer satisfaction
  • Use effective negotiation principles to promote win-win outcomes

Targeted Competencies:

  • Persuasion and negotiation skills
  • Conflict resolution skills
  • Nonverbal communication skills
  • Written communication skills
  • Listening and questioning skills
  • Teambuilding and leadership skills
  • Stress management skills
  • Phone calling effectiveness skills

Course Content:

Unit 1: Principles for Delivering World-Class Customer Service: 

  • How do customers define quality customer service?
  • What are the benefits of providing world-class customer service?
  • Breakout session: How to use customer service to increase customer satisfaction and loyalty
  • Benchmarking exercise: Best and worst rated customer service companies
  • Creating a positive first impression: What do your customers see and hear?
  • Creating customer service ‘touchpoints’ to enhance the “customer experience”
  • The WOW Factor: Going the Extra Mile to exceed customer expectations

Unit 2: Developing Effective Communication and Interpersonal Skills:

  • The power of nonverbal communication
  • Practical exercise: The Body Language Quiz
  • How to use body language to build rapport and create a favorable first impression
  • Understanding the four customer temperament styles
  • Practical exercise: Determining your temperament style
  • Developing your active listening skills to enhance communications
  • Practical exercise: Active Listening Evaluation
  • Use questioning techniques to identify a customer’s expectations and service requirements
  • Determining your customer’s “preferred learning style”
  • Keys to effective telephone and voicemail communication

Unit 3: Principles of Superior Customer Service and Organisational Procedures: 

  • Does the 'customer experience' align with your organization’s vision/mission statement?
  • Identifying internal and external customer expectations
  • The benefits of teamwork and cooperation
  • Teambuilding and leadership exercise
  • Guidelines for customer and organizational confidentiality
  • Dos and don’ts of written and electronic communication
  • Empowering employees to better serve their customers

Unit 4: The Importance of Customer Feedback and Service Recovery: 

  • Why is it important to encourage customer complaints and feedback?
  • Establishing customer service satisfaction measuring and monitoring standards
  • Best practices for recording and monitoring customer service issues
  • The supervisor‘s role in service recovery
  • The art of giving and receiving constructive feedback
  • Negotiating win-win outcomes
  • Managing emotions during stressful situations
  • Strategies for working with difficult and demanding customers

Unit 5: Leading the Way to Customer Satisfaction and Continuous Improvement: 

  • Your attitude makes a difference
  • Stress management tips for maintaining peak performance
  • The importance of personal development
  • Setting SMART goals for continuous customer service improvement
  • Practical exercise: What is your Action Plan?