Etiquette for Excellent Customer Service for Front Line Staff
Select Other "city & date"
Etiquette for Excellent Customer Service for Front Line Staff Course
Introduction:
This course covers essential aspects of customer service for individuals engaged in direct customer interactions. It encompasses key behavioral skills, effective communication, and the right attitude. It also includes specific methods to analyze and enhance service delivery. With a direct and efficient approach, participants will learn how to ensure customer satisfaction and delight even in challenging situations.
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
Who Should Attend?
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
Course Outlines:
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
Scope of Marketing and Selling
- Definition and functions of marketing
- Definition and functions of selling
- Differences between marketing and selling
- Selling self-assessment readiness
- Marketing self-assessment readiness
- S-Marketing - The new trend
- Running effective meetings between marketing and sales
- Sales and marketing communication tips
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