Quality Assurance for Customer Service and Mystery Shoppers
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Quality Assurance for Customer Service and Mystery Shoppers Course
Introduction:
To ensure an exceptional customer experience, every interaction at every touchpoint must be top-notch. Customer Experience (CX) entails effectively managing and evoking specific emotions in your customers. Every interaction shapes an emotion, whether it's frustration or delight, and it's largely influenced by your thoughtful design, planning, and execution of the customer experience. This course equips you with the knowledge needed to cultivate a customer-centric culture and establish a practical customer experience framework for your organization. Focusing on key aspects, you'll learn how to measure service effectiveness, develop CX strategies, assess CX initiatives, and identify areas for improvement in your CX programs.
Course Objectives:
By the end of the program, participants will be able to:
- Understand the importance of a customer service culture in a competitive environment.
- Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.
- Agree and practice strategies for service recovery aimed at regaining customer loyalty.
- Define the process of managing a customer complaint system.
- Discuss and practice the techniques of effective communication skills with customers.
Who Should Attend?
Managers, supervisors and customer service staff.
Course Outlines:
Customer Service
- Definitions and Concepts
- Roles of the Customer Service Professional
Attaining Customer Satisfaction Through Quality Measures
- Components of Quality Service
- Service Quality Gaps
- What Customers Pay Attention To
- Dimensions of the RATER Model
- Reliability
- Assurance
- Tangibles
- Empathy
- Responsiveness
- Establishing Service Quality Performance Standards
- Customer Complaint Systems
- Sources of Complaints
- Types of Complaints
- Handling Complaints: The PEPSI and FEDEX Approaches
- Arousing Interest
- Engaging Them
- Practicing New Skills
- Applying to Real World
- Who is a Loyal Customer?
- Strategies to Keep Customers Loyal
- The Principles of Inspiring Staff (A.E.P.A. Philosophy)
- Customer Loyalty
- Reasons why Companies Lose Customers
- Keys to Delivering an "Exceptional" Service- The "Nordstrom" Way
A Profile of Different Customer Personalities
- Characteristics of Difficult People
- Common Responses to Them
- 6 Major Personalities that Lead to Conflict
- The Hostile
- The Pessimist
- The Complainer
- The Know-It-All
- The Narcissist
- The Over-Controller
- Strategies for Dealing with Them
Effective Communication with Customers
- Communication Goals
- Overcoming Barriers to Effective Communication with Customers
- Reading the Body Language of Customers
- Behaviors that Block Listening
- How to Be an Active Listener