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Customer Service

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