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Istanbul-Turkey: +905395991206 - Amman-Jordan: +962785666966 - London (UK): +447481362802

Customer Service Courses


Achieving Customer Service Excellence

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. This course emphasizes the professional communication skills and actions that create the foundation for continuous improvement.

In today’s customer-oriented business environment, “people skills” are critical for career advancement and organizational effectiveness. The program emphasizes the importance of providing customer service excellence in a competitive environment, proven strategies for service recovery, and negotiation techniques for professionally dealing with difficult customers.

Targeted Groups:

  • Customer Service Managers and Supervisors
  • Customer Service Representatives
  • Managers who want customer service training to reinforce their skills and train their staff.

Course Objectives:

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

  • Establish the importance of setting and reviewing customer service standards
  • Develop an understanding of internal and external customer expectations
  • Communicate more effectively by utilizing active listening and questioning skills
  • Demonstrate how to deal with difficult customers effectively
  • Set SMART objectives and goals to increase daily productivity
  • Utilize stress management techniques to reduce tension
  • Identify key components that promote customer retention and loyalty
  • Describe the practices of a world-class customer service provider and model their performance on those practices
  • Utilize interpersonal skills as vital tools in the provision of customer service
  • Develop a customer-focused mindset for continuous improvement
  • Improved conflict resolution skills

Targeted Competencies:

  • Up to date techniques and methods to help them provide world-class service
  • Enhanced leadership and communication skills required to excel in their career
  • Increased confidence in your abilities 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 skills and increased productivity

Course Content:

Unit 1: Setting the Standards for Customer Service Excellence:

  • The benefits of providing excellent customer service
  • Breakout session: How to use customer service to promote customer loyalty
  • Case study: The best and worst customer service providers
  • The WOW Factor: Going the extra mile…and then some!
  • The importance of managing internal and external customer expectations
  • First impressions: What do your customers see and hear?
  • Understanding and working with the four customer styles

Unit 2: Communicating the Customer Service Message: 

  • How well does your organization communicate the importance of customer service?
  • Understanding your customer’s nonverbal communication
  • Tips for building trust and rapport quickly…face-to-face or on the telephone
  • What is your preferred learning style?
  • Developing your active listening skills to enhance communications
  • Use questioning techniques to identify a customer’s expectations and service requirements
  • Telephone tips to promote a professional image
  • The (do)'s and (don’t)'s of written communication

Unit 3: Service Recovery: Handling Complaints and Difficult Customers:

  • The importance of customer complaints and why they should be encouraged
  • Six steps to service recovery
  • Case Study: Best Practices of Scandinavian Airlines and The Disney Corporation
  • Strategies to help calm upset customers
  • Managing emotions during stressful situations
  • Empower employees to get the job done
  • Breakout session: Step-by-step process for handling a customer complaint

Unit 4: Principles of Persuasion: 

  • Requesting feedback from customers and colleagues
  • The art of giving and receiving feedback
  • Case study: Best practices - Xerox’ Five Pillars of Customer-focused Strategy
  • Negotiating mutually beneficial outcomes
  • Words and tones to avoid
  • The RATER Model: Five dimensions of customer service excellence
  • Best practices for call handling, documentation and quality assurance
  • Measuring and monitoring for customer satisfaction

Unit 5: Getting the Right Customer Service Attitude:

  • The importance of attitude and teamwork
  • Focusing on continuous improvement
  • Stress management tips to increase productivity
  • Practical exercise: What are your biggest “timewasters” that block productivity?
  • The customer service mission and vision
  • Setting personal and professional goals

Customer Service Courses
Achieving Customer Service Excellence (CS5027)

 

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