Excellent Customer Service
Course Code: PR25
Course Objective
- Recognize a diverse range of customers, their needs and expectations
- Understand the Benefits of Understanding the Customer’s Expectations
- Why customer service is so important
- Service excellent for customer satisfaction
- Identify customer needs, apply effective communication techniques and understand the types of services behaviors that truly make an exceptional difference to the customer
- Use engaging skills vital in building and strengthening relationship with customers and build customer loyalty
- Learn how to handle challenging situations and diversity
- Demonstrate the qualities and characteristics of a service professional when delivering go-the-extra-mile service to exceed customer expectations
Target Audience
- Customer Service Stuff and Superviors
- Customer Relationship Managers
Course Outline
Day 1
- Introduction
- Establish Expectations
- Learning Objectives
- Service excellent for customer satisfaction
- Your Personal Experience as a Customer
- Vision Statement of a Company
- Mission of a Company
- Why Customer Service is so Important
- Handle Challenging Situations and Diversity
Day 2
- Pillars of Service Excellence
- Moment of Truth
- Internal and External Customers
- Identify Customer Needs
- Service Mindset
- Positive Mindset for Service Excellence
- Treat Your Customers like Boss
- Changing Negative Attitude to Positive Attitude
- Develop the Service Champ
- Listening for Dollars
Day 3
- What Customers Really Expect
- Effective Communication Techniques
- Mind Your Language
- Understand Your Customer with Empathy
- Right Words to Use for an Angry Customer
- Understand the types of Services Behaviors
- Types of Service Behaviors
- Understand why Customer Behaviors
- Complaints are Good News
- Make Exceptional Difference to Customer
Day 4
- Dealing with Customer Complaints
- Techniques to Manage Complaints
- Steps in Managing Complaint ‘Head-on’
- Increase Customer Satisfaction
- Doing the Extra Miles
- Enlighten Your Customers
- Build Customer Loyalty
Day 5
- Connect with Customers Effectively
- Building Rapport
- Sense of Immediacy
- Reassurance
- Transfer Excellent Customer Service to Workplace
- Learning Review
- Personal Action Plan
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