Customer Service
Going the Extra Mile

Overview

Its essential to be equipped with the skills to deliver consistent service excellence at every opportunity when interacting with a customer. It will also enable you to handle difficult situations and achieve increased customer satisfaction and loyalty.

Companies that offer differentiated, reliable and customer-friendly service have a distinct competitive advantage. Because customers have become more demanding, no longer do they choose speed, quality or price – they now expect all three. This course focuses on the key elements required to achieve real excellence in customer service.

The focus is on how to deliver a consistent quality service by changing the way you think about customer service and changing your behaviour to match the situation.

Objectives

  • State your role in achieving a differentiated branded customer experience.
  • Shape and deliver your customers’ expectations.
  • Identify the relationship between effective communication and customer loyalty.
  • Handle customer complaints and objections successfully, using new tools, tips and techniques.
  • Maintain a positive, customer-focused attitude, even in challenging situations.
  • Deliver consistent service excellence at every customer ‘touchpoint’.

Course Outline

What is a Differentiated Customer Experience?

  • Internal and external customer service, and customer service teams
  • Your impact on the customer experience
  • Projecting a ‘brand’ image

Meeting Customer Expectations

  • Understanding customers’ needs and expectations
  • Why do customers complain?
  • Barriers to effective communication

Communicating Positively with Customers

  • The impact of poor listening and questioning
  • Using information effectively
  • Giving ‘bad news’ and saying ‘no’ constructively

Turning Complaints Into Opportunities

  • Defusing a difficult situation
  • Demonstrating empathy – exploring options and alternatives
  • Balanced behaviour responses

Ensuring Consistent Quality Service

  • Acting on feedback from customers
  • How to influence customer loyalty
  • Improving the brand experience