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