Introduction

Achieving customer service excellence is not accomplished by accident, nor is it attained without effort and teamwork. It requires well–trained customer service professionals who have a passion for providing quality service. This dynamic, five-day course emphasizes the professional communication skills and actions that create the foundation for continuous improvement.

In today’s customer-oriented business environment, “people skills” are critical for career advancement and organisational effectiveness. The programme emphasis the importance of providing customer service excellence in a competitive environment, proven strategies for service recovery, and negotiation techniques for dealing with difficult customers in a professional manner.

• Identify key components that promote customer retention and loyalty

• Describe the practices of a world-class customer service provider and model their own performance on those practices

• Utilize interpersonal skills as vital tools in the provision of customer service

• Develop a customer-focused mindset for continuous improvement

• Improved conflict resolution skills

Objectives

• Establish the importance of setting and reviewing customer service standards

• Develop an understanding of internal and external customer expectations

• Communicate more effectively by utilizing active listening and questioning skills

• Demonstrate how to deal with difficult customers effectively

• Set SMART objectives and goals to increase daily productivity

• Utilize stress management techniques to reduce tension

Methodology

This dynamic, 5-day seminar is highly interactive and encourages delegate participation through a combination of group discussion, videos, role-play exercises, case studies, and breakout sessions. This seminar will include benchmarking best practices to model world-class customer service excellence. The comprehensive course manual has been designed to be practical, easy to use, and facilitate learning. Delegates are provided a comfortable, enlightening learning experience that gives them the latest insights, techniques, and best practices to promote long-term customer satisfaction and loyalty.

Organizational Impact

• A shared organizational customer service vision

• A streamlined customer service feedback system

• Improved Intra/ interdepartmental communication

• A highly motivated and focused workforce

• Increased competency and communication skills

• Increased customer retention and revenue growth

Personal Impact

• An increased appreciation for their role in helping their organization achieve customer service excellence

• Up to date techniques and methods to help them provide world-class service

• Enhanced leadership and communication skills required to excel in their career

• Increased confidence in their abilities to work professionally with difficult or upset customers

• The insight to adjust their own temperament style to become more versatile, adaptable and highly successful

• Improved time management skills and increased productivity

Outlines

DAY 1

Setting the Standards for Customer Service Excellence

• The benefits of providing excellent customer service

• Breakout session: How to use customer service to promote customer loyalty

• Case study: The best and worst customer service providers

• The WOW Factor: Going the extra mile…and then some!

• The importance of managing internal and external customer expectations

• First impressions: What do your customers see and hear?

• Understanding and working with the four customer styles

• Practical exercise: What is your individual personality type?

DAY 2

Communicating the Customer Service Message

• How well does your organization communicate the importance of customer service?

• Understanding your customer’s nonverbal communication

• Tips for building trust and rapport quickly…face-to-face or on the telephone

• What is your preferred learning style?

• Developing your active listening skills to enhance communications

• Use questioning techniques to identify a customer’s expectations and service requirements

• Telephone tips to promote a professional image

• The dos and don’t of written communication

DAY 3

Service Recovery: Handling Complaints and Difficult Customers

• The importance of customer complaints and why they should be encouraged

• Six steps to service recovery

• Case Study: Best Practices of Scandinavian Airlines and The Disney Corporation

• Strategies to help calm upset customers

• Managing emotions during stressful situations

• Empower employees to get the job done

• Breakout session: Step-by-step process for handling a customer complaint

• Role-play exercise: Dealing with upset customers

DAY 4

Principles of Persuasion

• Requesting feedback from customers and colleagues

• The art of giving and receiving feedback

• Case study: Best practices - Xerox’ Five Pillars of Customer-focused Strategy

• Negotiating mutually beneficial outcomes

• Words and tones to avoid

• The RATER Model: Five dimensions of customer service excellence

• Best practices for call handling, documentation and quality assurance

• Measuring and monitoring customer satisfaction

DAY 5

Getting the Right Customer Service Attitude

• The importance of attitude and teamwork

• Focusing on continuous improvement

• Stress management tips to increase productivity

• Practical exercise: What are your biggest “timewasters” that block productivity?

• The customer service mission and vision

• Setting personal and professional goals

• Practical exercise: What is your Action Plan?

• End of course review and delegate feedback