INTRODUCTION
As competition continues to grow unabated, price and quality no longer assure the deal. Worse still, customers who do not receive quality service levels are turning their backs on companies in droves and telling their friends about it!
Organisations must therefore add value to the experience everywhere they can in order to differentiate themselves from the competition. Delivering great customer service is a highly effective method of achieving this whilst being relatively simple to implement and cost-effective.
Achieving Customer Service Excellence is an extended mechanism and can be attained with continuous efforts and teamwork only.
Customer Service Excellence training is designed to provide delegates with the professional communication skills and knowledge required to create a base for continuous improvement of the business. The course enables the delegates to deliver world-class customer service excellence in their organisations by implementing best practices.
OBJECTIVES
Upon successful completion of the customer Service Excellence training course the candidates will be able to:
Identify the expectations of the customers
Deliver quality services in shorter period
Make customers satisfy with your product or service
Identify 'best practice' in managing different customer situations, including complaints
Motivate and maintain morale in front-line customer service staff and teams
Integrate all aspects of your organisation to manage and exceed customer expectations
Develop, motivate and inspire customer-value staff to deliver high quality consistently
Handle difficult situations more effectively
Enhance relationships with your customers and organisation
Find solutions to customer s problems
Deal with difficult situations
Focus on customer service excellence
WHO SHOULD ATTEND ?
Customer Service Excellence course is designed for those individuals who have passion for delivering quality services. This course is best suited for the following audience:
Customer Service Representatives
Technical and support personnel
Field Service Representative
Account Managers
Credit and Billing Specialists
Business Owners
COURSE OUTLINE
Day 1
The world of customer service excellence
Excellence in customer service and what it resembles.
Distinguishing how excellence in front-line customer service is delivered and controlled.
Evaluating the quality of the service that you offer.
Concepts of customer care and the customer decision procedure.
Models for managing customer care.
The psychology of customer care an outline.
Managing criticism, controlling anger and aggression.
Comprehending what your customers say about you and your organisation.
Day 2
Gaining a greater Comprehending of your organisation s service delivery
The bond between customer service and reputation.
Analysing the proof for investing in excellent customer service.
Comprehending Porters Value Chain how do you create value for your customers.
Who are your internal suppliers and customers?
What are the systems that help you all to deliver excellence to the customer?
Building lasting rapport with your customers internal and external.
Creating a lasting first impression.
Day 3
Communication masterclass
Accomplishing perfect communication.
Powerful listening and addressing techniques to understand what customers need.
Typical customer behaviour patterns
Body language secrets that show how others are thinking and answering to you.
Lenses or filters to communication.
Communications Types.
Using perceptual positions to understand your customers ideas.
implement communication channels to increase engagement.
Day 4
Managing the delivery of customer service excellence
Delivering a cutting-edge customer experience.
Building up a customer strategy planning for an interactive business relationship.
Change management of processes, metrics, incentives and skills to deliver the customer experience.
Benchmarking to accomplish competitive differentiation.
Setting up internal information supply streams that flow through and around the organisation.
Knowledge management as a customer service tool.
Using a performance management structure.
Coaching a tool for self and others.
Influencing exercises.
Day 5
Action planning to achieve customer service excellence
Building up a plan to deliver excellence.
Introducing your plan to top-tier management.
Assertiveness and what it means.
Handling difficult people in an assertive way.
Keeping up high standards of customer service.
Reviewing the service that you offer and reacting accordingly.
Embracing change for the benefit of all.
Personal development planning.
