Customer Service Excellence How to Win and Keep Customers
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Customer Service Excellence How to Win and Keep Customers Course
Introduction:
Customer service excellence is not a result of chance or coincidence; it requires deliberate effort and teamwork. It demands well-trained professionals who are passionate about delivering quality service. This comprehensive and dynamic five-day course focuses on developing the essential communication skills and behaviors that form the basis for continuous improvement.
In today's customer-centric business landscape, possessing strong "people skills" is crucial for career advancement and organizational success. This program places significant emphasis on providing customer service excellence within a competitive environment. Participants will learn proven strategies for service recovery and negotiation techniques to effectively handle challenging customers with professionalism.
Key learning objectives of the program include:
1. Identifying the key components that foster customer retention and loyalty.
2. Describing the practices of world-class customer service providers and applying those practices to one's own performance.
3. Utilizing interpersonal skills as essential tools in delivering exceptional customer service.
4. Developing a customer-focused mindset to foster continuous improvement.
5. Enhancing conflict resolution skills.
6. Learning about customer service and quality management tools.
7. Understanding methods to improve customer satisfaction.
8. Enhancing interpersonal skills.
9. Proactively managing and controlling customer expectations.
10. Acquiring a six-step process to effectively plan negotiations and ensure comprehensive coverage.
11. Developing and refining five key skills crucial for expert negotiations: building rapport, sensory acuity, yes sets, needs definition, and sending positive messages.
12. Gaining a structured approach to apply newfound negotiation skills effectively.
13. Understanding how to leverage strengths and overcome weaknesses in negotiation situations.
14. Acquiring a blueprint applicable to each negotiation attended.
15. Knowing how to avoid common pitfalls and adeptly handle "dirty tricks."
16. Learning about customer service and quality management tools (repeated).
17. Exploring methods to improve customer satisfaction (repeated).
18. Enhancing interpersonal skills (repeated).
19. Learning how to proactively manage and control customer expectations (repeated).
By participating in this program, individuals will develop the necessary skills, knowledge, and mindset to deliver exceptional customer service. Through interactive exercises, practical scenarios, and real-world examples, participants will gain valuable insights and strategies applicable to their roles. This course equips professionals with the tools to foster customer loyalty, drive organizational success, and continuously improve the customer experience.
Join us on this transformative journey to achieve customer service excellence, where you will develop the capabilities to exceed customer expectations, build lasting relationships, and contribute to the long-term success of your organization. Embrace this opportunity to enhance your skills and make a positive impact on customer satisfaction.
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
- 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?