Course details

Overview ?

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 dynamic, five-day 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 organisational effectiveness. The programme emphasis the importance of providing customer service excellence in a competitive environment, proven strategies for service recovery, and negotiation techniques for dealing with difficult customers in a professional manner.

Identify key components that promote customer retention and loyalty
Describe the practices of a world-class customer service provider and model their own 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

Objectives

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

Training Methodology

This dynamic, 5-day seminar is highly interactive and encourages delegate participation through a combination of group discussion, videos, role-play exercises, case studies and breakout sessions. This seminar will include benchmarking best practices to model world-class customer service excellence. The comprehensive course manual has been designed to be practical, easy to use and facilitate learning. Delegates are provided a comfortable, enlightening learning experience that gives them the latest insights, techniques and best practices to promote long-term customer satisfaction and loyalty.

Organisational Impact

A shared organisational customer service vision
A streamlined customer service feedback system
Improved intra/ inter departmental communication
A highly motivated and focused workforce
Increased competency and communication skills
Increased customer retention and revenue growth

Personal Impact

An increased appreciation for their role in helping their organisation achieve customer service excellence
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 their abilities to work professionally with difficult or upset customers
The insight to adjust their own temperament style to become more versatile, adaptable and highly successful
Improved time management skills and increased productivity

SEMINAR OUTLINE

DAY 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 provdiers
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
Practical exercise: What is your individual personality type?

DAY 2 : Communicating the Customer Service Message

How well does your organisation 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 dos and don’t of written communication

DAY 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
Role-play exercise: Dealing with upset customers

DAY 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

DAY 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
Practical exercise: What is your Action Plan?
End of course review and delegate feedback