Improving Customer Care/Service

Improving Customer Care/Service

OBJECTIVES:

• Have reconsidered who their customers are, how well they currently service them and where improvements can be made
• Have understood that securing improvement requires every employee to be customer focused
• Have recognized that whilst every customer complaint is a business opportunity, organizations must aim at zero defects
• Be able to illustrate through benchmarking that their organization must improve their level of customer services particularly by setting customer service standards
• Have considered practical implications and issues involved in developing an appropriate customer service program and marketing it internationally, from segmentation and customization of the program to the question of branding and positioning
• Know how to listen and communicate with their customers and understand their true problems
• Understand and be able to deal with conflict situations
• Be able to use the techniques described to communicate effectively on the telephone
• Be more professional on the telephone when dealing with customers

WHO SHOULD ATTEND?

Senior Managers, Chief Managers, Sales Managers, Customer Services Managers, Guest Relations Managers, Managers, key Sales Executives, Supervisors, Officers and employees dealing with different types of customers (internal and external customers) in all industries

COURSE OUTLINE

Day 1  

Enhancing Your Customer Service Communication Skills    

• Active Listening and Questioning Skills to Identify a Customer’s Expectations
• Body Language: How to Read Your Customer like a Book
• Working with Aggressive, Expressive, Passive and Analytical Customers
• Telephone Tips to Promote a Professional Image
• The Do’s and Don’ts of Written Communication

Day 2  

Building the Foundation for Achieving Customer Service Excellence 

• The 7 Customer Service Expectations
• Measuring Internal and External Customer Service Satisfaction
• How to Use Customer Service to Increase Sales
• “Going the Extra Mile” to Promote Customer Service Excellence
• Using Social Media to enhance Customer Service
• Protecting your Organisation’s Online Reputation 

Day 3  

Service Recovery: Handling Complaints and Upset Customers  

• The Importance of Customer Complaints and Why they should be Encouraged
• Empower Employees to Get the Job Done
• Steps to Follow for Customer Service Recovery
• Strategies to Help Calm Upset Customers
• Managing Emotions during Stressful Situations

Day 4  

Principles of Persuasion and Professional Negotiation Strategies    

• Cialdini’s Six Principles of Persuasion
• The Art of Giving and Receiving Constructive Feedback
• Strategies for Negotiating Mutually Beneficial Outcomes
• Words and Tones to Avoid
• Price Value Formula
• Negotiating across Cultures

Day 5  

Focusing on Customer Service Excellence and Continuous Improvement

• What is your Action Plan?
• Customer Service takes Teamwork
• Maintaining a Positive Mental Attitude
• Setting SMART Goals for Continuous Improvement
• Stress Management Tips to increase Productivity