Course Description:
Customer service is one thing that the very best organisations continually strive to do better. Superb service is delivered by people to people – even in this age of high technology. Exceptional external customer service cannot be achieved and sustained without focusing on internal customer service. This can only be considered with the right Customer Service Mindset.
Achieving Customer Service Excellence training course highly motivating and engaging. It explores the fascinating subject of Customer Service from basics to the highest levels of service delivery. The course illustrates global best practices to challenge and excite participants and inspire them into action.
Participants will learn about the Principles of Customer Service, and how to build solid durable relationships with both internal and external customers. All participants will leave the course with a challenging but realistic plan to greatly improve customer service delivery..
Duration
5 Days
Who Should Attend?
The Achieving Customer Service Excellence training course is designed for:
- Customer service executives
- Customer service supervisors
- Customer support staff
- Sales personnel
- Anyone who needs to be in constant contact with internal & external customers
Course Objectives
Participants in the Mastering Achieving Customer Service Excellence training course will be able to:
- Deliver Superior Customer Service to Internal and External Customers
- Understand what their customers really need from them
- Build stronger relationships, built on competence and trust
- Increase current customer satisfaction levels
- Deliver high-quality service that exceeds expectations
- Deal effectively with different personalities
- Effectively manage customer complaints and recover satisfaction
- Drive up the quality of the service delivered by their team
Course Outline
Module 1 - Introduction to Customer Service
- Defining World Class Customer Service
- Customer care or customer service
- Why the right mindset is critical
- The challenges to delivering excellent customer care
- Delivering excellent customer service
- Service from the customers perspective
- Customer Satisfaction is based on perceptions
- Identifying customer expectations
- Why attention to detail and immaculate appearance are important
- Top tips to deliver superb service every time
Module2 - Effective Communication with Customer
- Introduction to Communications
- Listening to and understanding your customer
- Dealing with Language issues
- How to communicate with highly emotional customers
- First impressions and building rapport
- Creating positive impressions
- It’s not just what you say, its how you say it
- Observing and controlling body language
- Building understanding and empathy through effective open communication
- Appreciate the power of words
- Avoid Creating Negative Impressions with Words
Module 3 - Handling Customer Complaints
- The concept that complaints are a gift
- Allowing the customer to complain
- Complaint channels
- Recognising customer dissatisfaction
- Definition of a customer complaint
- Why do customers complain
- Understanding the reason for the complaint
- Understanding what will resolve the complaint
- Complaint handling process that really works
- A model for effective face-to-face complaint handling
- The key to best practice complaint handling
- Service recovery concept
- Capturing the cause of customer complaints to improve the processes
- Winning back customers with superb service
- Implementing a service recovery plan
- Related activities and videos Module
Module 4 - Setting and Managing Customer Expectations
- Introduction to personality
- Typical customer personalities
- Dealing effectively with different personalities
- Is the internal customer any different?
- Customer Satisfaction is based on perceptions
- Identifying customer expectations
- Setting or modifying expectations
- The impact of Maps of the World on customer expectations
- Setting or modifying expectations
- The Key Tests of Customer Service
- Talking the initiative
Module 5 - Development Plan for Improving Service
- Developing the Customer Service Mindset
- Analysing current service levels
- Tools and techniques for gathering customer satisfaction data
- Questionnairing and other customer feedback methods
- Setting goals for increased service perceptions
- Identifying the important gaps in service delivery and expectation
- Determining what needs to be done
- Identify barriers to success
- Improving customer satisfaction in quick steps
- Individual production of a service improvement plan
- Related activities and videos
