Advanced Customer Service Management

Introduction:

There has been no time in history when customers have had so much choice of where to get service and goods. The internet has revolutionized the market place: customers can research, purchase, and review products and services from the comfort of their own home, or office. Customer expectations have heightened. They demand consistent, professional and effective service from their suppliers. This highly interactive and fun program examines in-depth how to build lasting rapport and mutual respect with your customers while you uncover their needs, match them, build respect and maintain customer loyalty.

Targeted Groups:

Executives, Managers, and Decision-Makers who are keen on improving performance by taking their customers to higher levels of satisfaction
Customer Service Managers and Supervisors interested in advanced customer service tools
Customer Service Professionals who want to extend their skills and knowledge for higher productivity

Course Objectives:

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

Build lasting and meaningful relationships with your customers
Use powerful behavioral tools to ensure you secure and maintain a competitive edge within any marketplace
Gain a greater understanding of your customers’ needs and how to satisfy them
Explore the basics of Neuro-Linguistic Programming (NLP) and Emotional intelligence and discover how they can help you to improve your customer services management
Influence with integrity and crystal clear communication
Create and adapt crystal clear models for communication between their organization and its customers
Get the ability to tailor services to meet their customers needs
Build a long term relationship between their organization and its customers

Targeted Competencies:

Customer orientation
Conceptual thinking
Balanced decision making
Quality orientation
Understanding of prospects’ motivation
Persuading others

Course Content:

Unit 1: The World of Customer Service Excellence:

Customer service and what it means
Identifying excellence in front-line customer services
What are the services and products that you offer
The role of NLP and Emotional Excellence in customer service
What do your customers say about you and your organization
What do you want your customers to say?
Myths and legends about customer service

Unit 2: Gaining a Greater Understanding of Your Company:

From judgments to behavioral flexibility
Behavioral traits and how to identify them
Modifying your behavior to match other’s
Building lasting rapport
Sharpen your senses to the signals others are sending you
Connect with colleagues and clients at a level that creates deeper trust and commitment
Step into another person’s shoes to better appreciate their experiences and motivations
Body language clues that show how others are thinking and responding to you
Non-verbal clues that show if someone is telling the truth