training@mercury-training.com
Istanbul-Turkey: +905395991206 - Amman-Jordan: +962785666966 - London (UK): +447481362802

Customer Service Courses


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?

Customer Service Courses
Advanced Customer Service Skills (CS1020)

 

Mercury dynamic schedule is constantly reviewed and updated to ensure that every category is being addressed at least once a month, if not once every week. Please check the training courses listed below and if you do not find the subject you are interested in, email us or give us a call and we will do our best to assist.

Istanbul Office (Turkey)

training@mercury-training.com +905395991206

London (UK)

training@mercury-training.com +447481362802

Amman (Jordan)

training@mercury-training.com +962785666966