EXCELLENCE IN CUSTOMER SERVICE

SYNOPSIS: In today’s sophisticated market, the quality of products is not on its own sufficient to maintain or expand market share. Improving customer relations is one enduring way of keeping your customers. Customers are individuals; they need to feel that you care. Every form of customer contact, if well managed, provides an opportunity to build a relationship and develop future business. This course will help you develop the skills to enable you to become customer focused and deliver excellent service to your customers.

COURSE OBJECTIVES

• Understand the impact of good/bad customer service on the business
• Work as a service team
• Learn empathic listening skills
• Display excellent customer service skills
• Respond appropriately to different customer personality types
• Execute service recovery efforts
• Manage difficult customers
• Take responsibility for complete customer satisfaction

COURSE CONTENT

Defining customer service excellence

• What does great service look like and feel like?
• Sharing our own experiences of good and bad service
• Responsibility for customer service
• Stepping into your customers’ shoes

Handling customer enquiries

• Customer contact model and service standards
• Creating lasting first impressions
• Building and maintaining rapport
• Using positive language and tone of voice

Establishing customer needs and responding to requests

• Effective customer communication:
• Questioning
• Active listening – including taking notes
• Summarizing

Handling work-based customer requests

• Identifying challenging customer requests
• Responding to challenging customer requests assertively

Service recovery

• Turning disappointment into delight; improving customer relations
• Identifying the nature of customer complaints
• Responding to customer complaints
• Introducing colleagues to resolve customer service issue

Complaint handling practice

• Practice brief
• Practice sessions
• Complaint handling practice sessions with feedback, group review

Building customer relationships

• Relationship triangle – trust and loyalty
• What differentiates us from our competitors?
• Identifying ways to add value and exceed customer expectations
• Following up

TARGET AUDIENCE: Senior Marketing Managers/ Marketing Heads, Customer Relationship Managers/ Relationship Managers, Customer Service Professionals/ Supervisors/ Team Leaders and Managers, Sales Professionals, Salesperson, Sales Analysts