Achieving Excellence in Customer Services – Providing a Quality Service

Achieving Excellence in Customer Service – Providing a Quality Service

OBJECTIVES:

• Explain the benefits of excellent customer service
• Define what customer care looks like
• Analyze those companies that do it well and learn from them
• Describe the difference between internal and external customers
• Explain how questioning and listening are vital tools in the provision of customer service
• Describe how to deal with difficult customers effectively
• Explain how to turn complaints into opportunities
• List the customer service tools available and how and when to use them
• Develop techniques for handling stressful situation
• Implement personal motivation techniques to create excellent first impressions

WHO SHOULD ATTEND?

This course is designed for front line customer service agents, whether on the phone or face to face, who are new to the role or who would like to develop their skills further.

They will acquire the skills, knowledge and behaviors which are vital to the provision of world-class service.

COURSE OUTLINE

DAY 1

Defining Excellent Customer Service

• Understanding ‘customers’ and ‘service’
• The benefits of excellent customer service
• What does customer care look like?
• Who are your customers – now and in the future?
• Managing expectations of the internal customer as well as the external customer?
• Who does it well – A Case Study?
• Projecting the right company image

DAY 2

Communicating With Your Customer Effectively

• Building rapport rapidly and effectively both face to face and on the telephone
• Listening Skills – what is being said, how it is being said and what is really being said
• Questioning Skills – identifying your customer’s needs accurately
• Words and tones to avoid
• Body Language – silent communication?
• What not to say and do
• Moments of Truth – consistent customer service across your organization

DAY 3

Handling Complaints & Difficult Customers

• Why do customers complain?
• The impact of complaints
• Customer complaints are a gift
• Customer behavioral types and how to deal with them
• How to calm angry customers and manage emotions
• Managing and exceeding expectations

DAY 4

Customer Service Tools

• Using the phone to enhance customer service
• Writing to customers
• Emailing customers
• Measuring customer service
• Service Level agreements
• Empowerment and Customer Service

DAY 5

Managing Stress, Building Motivation & Putting into Practice

• Keeping cool under pressure
• void taking things personally
• Personal motivation techniques using NLP
• Practical case studies
• Developing your personal development plan