Introduction

Accomplishing customer service perfection isn’t achieved unintentionally, nor is it achieved without efforts and teamwork. It requires well– prepared customer service experts who have an enthusiasm for giving quality service. Giving customer service excellence gives an organisation a competitive quality in the marketplace and is the key factor that keeps customers returning. Learners will adapt best practices of world-class customer service to build up a customer centred outlook for nonstop improvement.

Objectives

By the end of the course learners will be able to:

– Explain the best activities of a world-class customer service provider.
– Improve a customer-focused mindset for continuous improvement.
– Specify key components that stimulate customer retention and loyalty.
– Enhance customer service standards.
– Expand a comprehending of inner and outer customer expectations.
– The usage of the phone more successfully and leave professional voicemail texts.
– Communicate more effectively by using active listening and addressing skills.
– Functionally set the standards of persuasion to key negotiation situations.
– Give and receive feedback in a constructive manner.
– Realize the significance of written and electronic communication.
– Utilize nonverbal communication to make a practical first impression and build rapport fast.
– Set SMART aims to expand procutivity.
– Realize the significance of customer and organisational privacy.
– Use stress management strategies to increase job satisfaction.

Course Outline:

Day 1

Principles for Delivering World-Class Customer Service

– Course overview and learning goals.
– How do customers identify good customer service?
– What are the benefits of supplying world-class customer service?
– Breakout session: How to utilize customer service to improve customer satisfaction and loyalty.
– Benchmarking practice: Best and worst ranked customer service firms.
– Building a good first impression: What do your customers see and hear?
– Establishing customer service ‘touch points’ to reinforce the “customer experience”
– The WOW Factor: Going the Extra Mile to enhance customer anticipations.
– Case study: The Nordstrom method to value customer service.

Day 2

Developing Effective Communication and Interpersonal Skills

– The power of nonverbal communication.
– Practical exercise: The Body Language Quiz.
– Know to utilize body language to create rapport and build affirmative first impression.
– Realizing the four customer temperament Styles.
– Practical exercise: specifying your temperament types.
– Increasing your active listening skills to reinforce communications.
– Practical exercise: active Listening Evaluation.
– Utilize questioning strategies to specify a customer’s anticipations and service needs.
– Identifying your customer’s “preferred learning style”.
– Essentials to successful telephone and voicemail communication.

Day 3

Principles of Superior Customer Service and Organisational Procedures

– Ask yourself does the ‘customer experience’ stand with your organisation’s vision/mission statement?
– Identifying inner and outer customer expectation.
– The benefits of teamwork and common collaboration.
– Teambuilding and leadership practice.
– Guidelines for customer and organisational privacy.
– Dos and don’ts of written and electronic communication
– Enhancing employees to best serve their customers.
– Case study: Scandinavian Airlines customer service programme.

Day 4

The Importance of Customer Feedback and Service Recovery

– Why is it important to encourage customer claims and feedback?
– Building customer service satisfaction measuring and monitoring standards.
– The art of servicing your customer in the best possible way.
– The supervisor ‘s job in service recovery.
– The art of giving and receiving constructive feedback.
– Negotiating win-win results.
– Running emotions through stressful situations.
– Methods for working with difficult and demanding customers.
– Practical exercise: Service recovery role-play.

Day 5

Leading the Way to Customer Satisfaction and Continuous Improvement

– Your behaviour makes a change.
– stress-reduction techniques for keeping peak performance.
– The significance of personal progression.
– Setting SMART aims for continuous customer service development.
– Practical exercise: prepare your Action Plan.
– Course review.