Achieving Excellence in Customer Service: Providing a Quality Service
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Achieving Excellence in Customer Service: Providing a Quality Service Course
Introduction:
This dynamic course focuses on achieving customer service excellence through well-trained professionals who are passionate about providing quality service. It emphasizes the importance of professional communication skills and actions, promoting continuous improvement. In today's customer-oriented business environment, "people skills" are crucial for career advancement and organizational effectiveness. The program covers strategies for service recovery, negotiation techniques for difficult customers, customer retention and loyalty, interpersonal skills, conflict resolution, customer satisfaction improvement, managing expectations, and developing negotiation skills. It provides a blueprint for effective negotiations and equips participants with tools for customer service and quality management.
Course 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
- Describe how to use Quality Management tools and methods
- Build strong customer relationships
- Help influence and set customer expectations
- Measure their own degree of customer focus and be able to apply a variety of methods to get closer to the customer
- Implement improved people skills to enhance customer service
- Improve service to internal customers as well as external customers
- Use skills to build effective relationships
Who Should Attend?
- All professionals in customer facing positions or with specific responsibilities for Service Quality and Customer Satisfaction
- Frontline customer service representatives (CSR)
- Team supervisors
- Department managers
- Account managers
- Field service representatives
Course Outlines:
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?
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
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
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
Getting the Right Customer Service Attitude