Beyond Customer Service
Beyond Customer Service
OBJECTIVES
By the end of this seminar, delegates will be able to:
- Explain why giving good service is important
- Define what customers are looking for in terms of service provision
- Describe the practices of a world-class customer service provider and model their own performance on those practices
- Assess the current value of your organization’s “customer experience”
- Identify your internal and external customers and the service levels expected
- Develop interpersonal skills to a higher level
- Describe how to deal effectively with difficult customers
- Explain how to turn complaints into opportunities
- List the ways in which customer service can be measured as an individual and how to score highly on these measures
- Highlight the value of asking for and giving feedback to customers regarding service
- Develop personal methods for handling stressful situations
- Implement personal motivation techniques to create excellent first impressions
WHO SHOULD ATTEND?
- Anyone who provides services, products or information to internal, or external customers including personnel from:
- training, customer service, sales professionals, technical and support personnel, accountants, general services representatives, finance and credit controllers, reception, front-line staff, marketing, communication specialists, public relations personnel and anyone who will ever need to influence others, either socially or commercially
COURSE OUTLINE
DAY 1
The benefits of excellent customer service
- Customer Service Principles, Evolution and Purpose
- The benefits of excellent customer service
- Customer psychology: what are your customers expectations?
- Serving the internal customer
- World-class service – a modeling exercise
- Creating ‘magical’ experiences for your customers
- What do the customers see
DAY 2
Enhancing your interpersonal skills
- People like people like themselves – how to be liked by the customer
- Four customer personality types
- Listeners are said to be the best communicators – how to perfect your listening skills
- Questions, questions, questions – if you don’t ask, you won’t find out
- What am I saying when I am not speaking – how to read body language signals
- The do and don’ts of communicating effectively
- How well does your organization/department communicate the customer service message to your colleagues
DAY 3
How to turn difficult situations into opportunities
- Why do customers complain?
- Why should we encourage complaints?
- The Customer Loyalty Chain
- Customer behavioral types and how to deal with them
- Understanding and managing emotions
- Creative thinking to go that ‘extra mile’
DAY 4
Measuring and monitoring individual customer service
- Encouraging feedback from customers
- Encouraging feedback from colleagues
- Measuring your customer service
- Observation and monitoring
- Coaching and mentoring
- Empowerment and Customer Service
DAY 5
Getting the right customer service attitude
- Saying ‘no’ professionally
- Avoid taking things personally
- Customer service values and guiding principles, vision and mission
- Practical case studies: the 5 things customer-first organizations always do
- Measuring performance
- Action planning and job tools included