Customer Service and Business Communication
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Customer Service and Business Communication Course
Introduction:
Enhance your customer service skills and create a customer-centric organization with our Service Quality and Excellence training course. Learn essential communication skills, leverage technology tools, and adopt best practices for building strong customer relationships. Being customer-centric is crucial for any organization to succeed, as it prioritizes meeting customer needs over short-term profit goals. Gain a competitive advantage by providing excellent customer service that exceeds expectations and keeps customers coming back. In an era of abundant choices, customer loyalty is determined by the quality of the experience. Discover effective strategies and best practices to deliver world-class customer service and increase customer satisfaction and brand loyalty.
- Develop a strategy to build a more proactive, customer-centric organization
- Analyze and implement the 'best practices' of world-class customer service organizations
- Utilize interpersonal skills as vital tools in the provision of customer service
- Measure and assess how well customer service standards and objectives are being achieved
- Enhanced communication, persuasion, and conflict resolution skills
Course Objectives:
At the end of this training course, you will learn to:
- Establish the importance of setting and reviewing customer service standards
- Use body language to build trust and rapport face-to-face or over the phone
- Communicate more effectively by utilizing active listening and questioning skills
- Demonstrate how to deal with difficult or demanding customers in a professional manner
- Set SMART objectives and goals to become more productive
- Utilize stress management techniques to increase job satisfaction
Who Should Attend?
This training course is suitable for a wide range of professionals but will greatly benefit:
- Frontline Customer Service Representatives (CSR)
- Team Supervisors
- Department Managers
- Account Managers
- Field Service Representatives
- Brand Managers
- Public Relation Professionals
Course Outlines:
Responding to the Voice of the Customer
- What do your customers expect?
- Serving Internal and External Customers
- Active Listening and Questioning Skills
- How to Read your Customer’s Body Language?
- Understanding the Four Customer Types
Developing a Top-Down Customer-Centric Culture
- Creating a Customer Service Vision and Strategy
- Steps for Implementing a Customer-centric Service Model
- The Best and Worst Customer Service Providers
- Most Admired Leadership Traits
- Examples of World-class Customer Service Organizations
Going the Extra Mile to Provide Customer Service Excellence
- The Power of a Positive Attitude
- Is your team ready for takeoff?
- Presenting a Professional Appearance
- How to Use Customer Service to Increase Sales and Brand Loyalty?
- Brainstorming for Ideas to improve the “customer experience”
Measuring and Monitoring Customer Service Satisfaction
- Why is measuring customer satisfaction important?
- Customer Service Satisfaction Measuring and Monitoring
- Techniques for Giving and Receiving Feedback
- Best Practices for Processing Customer Service Issues
- Service Recovery Strategies to Maintain Customer Loyalty
- The Impact of Social Media on Customer Service
Leading the Way to Superior Customer Service!
- Setting SMART Goals for Continuous Improvement
- Building Employee and Team Motivation
- Coaching and Mentoring Team Members
- Stress Management Tips and Techniques
- What is your Action Plan?