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
CS15E
Customer Service Excellence Application of outstanding customer service techniques
Overview Customers in today’s world are more discerning, more demanding and better informed. Buyer behavior has also changed and along with it customer service expectations. What has not changed is the need to have customers come back to us time and time again. Providing outstanding customer service that makes the customer feel important and valued is so important to the organization’s long term success. Providing outstanding customer service often makes the difference between gaining and keeping a customer or losing one. This course offers the tools and techniques to ensure you build and maintain beneficial relationships with your customers. As a result, they become loyal advocates for you and your organization.
Who Should Attend? Customer service representatives, line and support personnel, anyone from any organization who needs to build effective relationships with external and internal customers
Primary Objectives & Benefits This workshop will help participants to: 1.
Explain what customer service means in relation to internal and external customers.
2.
Recognize how one's attitude affects service standards.
3.
Master ways to develop and maintain a positive, customer focused attitude.
4.
Develop needs analysis techniques to better address customer needs.
5.
Apply outstanding customer service techniques to generate return business.
6.
Practice techniques for developing good will through inperson customer service.
7.
Formulate take away techniques for service excellence over the phone.
8.
Gain insight to connecting with customers online (emails, online services).
9.
Master techniques for dealing with difficult customers.
10. Acquire tools for recovering difficult customers.
11. Understand when to escalate.
Excellence in Training
CS15E
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
Customer Service Excellence Application of outstanding customer service techniques
Module 1 - Basic Concepts Of Customer Service
Module 2 - Putting The Customers First
Understanding Customer Service
Internal and External Customers
Excellent and Poor Customer Service
Building, Managing Customer Relationships
The Customer Service Transaction Service Offers and Value-Added Services Creating Positive Moments of Truth Individual and group exercises, facilitated group discussion
Creating a Positive Customer Experience Building, Strengthening Customer Loyalty
Demonstration, facilitated group review, pairs exercise with group review
Module 3 - Establishing Customer Needs And Responding To Requests Understanding customer needs Obtaining, Managing Customer Feedback Effective Questioning
Module 4 - Complaints Handling & Service Recovery Identify the nature of customer
complaints Responding to customer complaints
Active listening
Introducing colleagues to resolve
Customer problem solving Practical exercises in pairs and trios with group discussion
Components of Customer Service Process
customer service issue
Turning disappointment into delight Group discussion, presentation, exercise
with group review
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 Achievement shall be provided to participants upon successful completion of the training program Fees: Inclusive of facilitator’s fees, materials and certificates