Get in Touch: P.O. Box 34970 Dubai, United Arab Emirates Tel. No.: +971 4 2941288 Fax: +971 4 2941228 Email: ts@teampower.ae www.tpidubai.com | www.strategictalk.com
In-House Training
Excellence in Training
CS09E
Achieving Service Excellence Excellence in Customer Care
Overview Achieving customer service excellence is not accomplished by accident, nor is it attained without effort and teamwork. It requires well-trained customer service professionals who have a passion and commitment for providing quality service. This program emphasizes the professional communication skills and actions that are necessary to create the foundation for continuous improvement. In today’s customer-orientated business environment, “people and service skills” are critical for organizational effectiveness and competiveness. The program stresses the importance of providing customer service excellence in a competitive environment coupled with proven strategies for service recovery, and negotiation techniques for dealing with difficult customers in a professional manner.
Primary Objectives & Benefits This workshop will help participants to: 1.
Identify the key components that promote customer retention and loyalty.
2.
Learn and understand the practices of world-class customer service providers.
3.
Utilize interpersonal skills as vital tools in the provision of customer service.
4.
Organize a streamlined customer service feedback process.
Who Should Attend?
5.
Frontline customer service representatives Team Leaders Department managers Account managers Customer service managers
6.
Develop a customer focused approach for continuous improvement. Improve skills in conflict resolution.
Excellence in Training
CS09E
Get in Touch: P.O. Box 34970 Dubai, United Arab Emirates Tel. No.: +971 4 2941288 Fax: +971 4 2941228 Email: ts@teampower.ae www.tpidubai.com | www.strategictalk.com
Achieving Service Excellence Excellence in Customer Care
Module 1 - Setting The Standards For Customer Service Excellence
Module 2 - Communicating The Customer Service Message
The benefits of providing excellent CS
Customer’s non-verbal communication
How to use CS to promote customer loyalty
Tips for building trust and rapport quickly
The best and worst CS providers
What is your preferred learning style?
Internal and external customer expectations
Developing your active listening skills
Working with different customer styles
The use of questioning techniques
What is your individual personality type?
Module 3 - Service Recovery: Handling Complaints And Difficult Customers
Top tips when using written communication
Module 4 - Principles Of Persuasion
The importance of customer complaints Steps to service recovery
Feedback from customers, colleagues The art of giving and receiving feedback
Best Practices used by top companies Strategies to help calm upset customers
Managing emotions in stressful situations Process for handling a customer complaint
Negotiating mutually beneficial outcomes Words and tones to avoid The RATER Model Measuring, monitoring customer satisfaction
Module 5 - The Right Customer Service Attitude
The importance of attitude and teamwork
The customer service mission and vision
Focusing on continuous improvement
Setting personal and professional goals
Practical exercise: “Timewasters”
Practical exercise: What is your Action Plan
Program Highlight Duration: 3 days Date: To be Agreed with the Client Organization Timing: 8:30 am to 2:30 pm daily Venue: Suitable & fully equipped venue (to be provided by Customer) Notice required: 10 working days
Language: English or Arabic Material: Participants will be provided with high quality handouts Certificates: Certificates of Completion shall be provided to participants upon successful attendance of the training program Fees: Inclusive of facilitator’s fees, materials and certificates