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
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.
WHO SHOULD ATTEND ?
Business leaders, senior executives, and those involved in international affairs
Departmental supervisors, internal consultants, and human resources staff
Project managers and technical professionals and engineers
Personnel officers, personal assistants, employees in the hospitality business and all those whose position requires dealing and interacting with important persons in both government and private sectors.
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.
IN-HOUSE TRAINING
LPC Training is capable of conducting this training programme exclusively for your delegates. Please e-mail us on admin@lpcentre.com for further information and/or to receive a comprehensive proposal.
www.lpcentre.com
DOCUMENTATION
High-Quality material has been prepared by the LPC team for distribution to delegates. In addition, a special note pad to facilitate note-taking will be provided.
CERTIFICATES
Accredited Certificate of completion will be issued to those who attend & successfully complete the programme.
SCHEDULE
Our Course timings commence at 09:00AM12:45PM Or 01:00PM - 05:00PM.
REGISTRATION & PAYMENT
Please complete the registration form on the course page & return it to us indicating your preferred mode of payment. For Further Information, please get in touch with us.
CANCELLATION AND REFUND POLICY
Delegates have 14 days from the date of booking to cancel and receive a full refund or transfer to another date free of charge. If less than 14 days notice is given then we will be unable to refund or cancel the booking unless on medical grounds. For more details about the Cancellation and Refund policy, please visit www.lpcentre.com/terms-and-conditions/
TRAVEL AND TRANSPORT
We are committed to picking up and dropping off the participants from the airport to the hotel and back.
CONTACT INFO
LONDON
Oxford Street, 25 N Row, London W1K 6DJ
+44 20 36 916 970 | +44 20 80 900 464 info@lpcentre.com
DUBAI
Business Bay, ParkLane Tower, Offices 718 - 719
+971 43 88 00 94
dubai.training@lpcentre.com
KUALA LUMPUR
No. 3273 Level 32, Menara Prestige, 1, Jalan Pinang, 50450 Kuala Lumpur +60 19 305 5694
www.lpcentre.com
www.lpcentre.com
