Customer Service

Excellence in Customer Service (Advanced)

Why Attend

In this course we cover all the most important elements of service any person involved in direct interactions with customers should know and apply. From the necessary behavioral and communication skills to the right attitude, and including specific methods to analyze and improve the service provided, we cover it all in a straight forward and effective manner that will help participants ensure customer satisfaction and delight in the most challenging situations.

Course Methodology

Several methodologies are used in this course. In addition to brief presentations by the consultants, we use case studies, self awareness exercises, exercises to practice some of the methods learned during the course, video clips and role plays.

Course Objectives

By the end of the course, participants will be able to:
  • Explain the importance of customer service in a competitive environment
  • Defend the vital role internal customers play and show that their satisfaction is key for the success of an organization
  • Practice the techniques of managing customer expectations and delighting customers
  • Provide better, faster service and increase customer satisfaction
  • Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem

Target Audience

Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists as well as managers who want customer service training in order to reinforce their skills and train their staff.

Target Competencies

  • Customer orientation
  • Self confidence
  • Personal accountability
  • Persuading others
  • Empathic outlook
  • Emotional control
Excellence in Customer Service

Course Outline

  • Definitions and concepts
    • Quotations on customer service
    • Service definitions
    • Quality service requirements
    • Some interesting numbers
    • Cost of bad customer service
    • Customer care foundations
    • Learning from the best
    • Additional comments about service
  • Internal customer service
    • Identifying internal and external customers
    • A final definition
    • Elements of service
    • Customer requirements
    • Foundation of great service people
    • The links in the service-profit chain
    • Internal customer service
  • Managing customer expectations
    • The Importance of customer expectations
    • Perceived service quality
    • What to say and what not to say
    • Calming upset customers
    • 12 tips for calming upset customers
    • Comments you should avoid
    • Managing customer expectations
    • 'RATER' in real life
    • The Service Quality (SQ) factors
    • Flying over customers' rising expectations
    • The customer loyalty ladder
    • Role-plays and exercises on dealing with different personality styles
  • Effective communication skills for handling customers
    • Effective communication
    • Verbal communication with customers
    • Active listening
    • Effective listening skills
    • Phone etiquette
  • Professional behavior with customers
    • The power of behavior
    • Principles of effective behavior
    • How to behave professionally with the customer
    • History of communication
    • Interesting study
    • Interpreting non verbal communication
    • The right behavior with the customer
    • The wrong behavior with the customer
    • Types of behavior
    • Assertive, passive and aggressive behavior
    • Verbal and non verbal components of communication styles
  • Dealing with difficult customers
    • Dealing with different personality types
    • Typical customer personality types
    • Service recovery
CONSULTING CATEGORIES Technical Programs Technical Programs Accounting and Finance Accounting and Finance Administration and Secretarial Administration and Secretarial Auditing and Governance, Risk and Compliance Auditing and Governance, Risk and Compliance Banking, Insurance and Financial Services Banking, Insurance and Financial Services Communication and writing skills Communication and writing skills Construction management Construction management Contracts management Contracts management Customer service Customer service Data Management and Business Intelligence Data Management and Business Intelligence Digital Innovation and Transformation Digital Innovation and Transformation Engineering and Instrumentation Engineering and Instrumentation Health Safety and Environment Health Safety and Environment Healthcare and Pharmaceutical Management Healthcare and Pharmaceutical Management Human Resources and Training Human Resources and Training Interpersonal Skills and Self Development Interpersonal Skills and Self Development Leadership and Management Leadership and Management Legal Legal Maintenance Planning and Asset Management Maintenance Planning and Asset Management Marketing and Sales Marketing and Sales Oil and Gas Oil and Gas Planning and Strategy Management Planning and Strategy Management Procurement and Supply Chain Management Procurement and Supply Chain Management Project Management Project Management Public Relations Public Relations Quality and Productivity Quality and Productivity Security Management Security Management Transportation Management and Aviation Transportation Management and Aviation Women Only Consulting Programs Women Only Consulting Programs Hands-on Automation Process Control Hands-on Automation & Process Control

REQUEST CALL BACK

Would you like to speak to one of our consulting advisers over the phone? Just submit your details and we’ll be in touch shortly.

aws
beingcert
vmware
certiport
Image
Image
Image
Image
Image
Image
Image
Image
Image
Image
Image
whatsapp chat