Customer Service Excellence

Overview

This course will give the skills, ability and techniques to ensure customer service staff consistently provides exceptional customer service. Customer Service is one of the most important functions within a business which when done correctly will ensure customers are retained and satisfied. The course is designed to enable delegates to learn the importance of looking after customers who are a key component to driving the success of a business. It helps build trust and confidence ensuring longer-term relationships.
This course is perfect for anyone working in a customer service or sales role who wishes to improve their customer relationship skills when dealing with both internal and external customers, and also improve the experience the customer receives to ensure they are a completely satisfied customer.

Objectives

  • Recognise the specific skills, mindset and behaviours required to deliver excellent service
  • Respond to customers in the most timely and effective way by making the right choice of communication tool
  • Demonstrate effective listening techniques when on the telephone and when using email and social media
  • Assertively manage customer expectations both on the telephone and in written communication
  • Enjoy greater job satisfaction as you maintain and develop a productive working relationship ensuring repeat business

Course Outline

What is Excellence?

  • The skills, mind-set and behaviours required to deliver customer service excellence
  • Top recommendations for excellence when making and answering calls
  • Self-analysis – where are you in relation to excellence? What are your strengths?

Communicating Positively with Customers

  • The impact of poor listening and questioning
  • Benefits of asking great questions
  • Giving ‘bad news’ and saying ‘no’ constructively

Understanding Customer Expectations

  • Identifying your customers’ real needs and issues
  • Managing complaints and reducing escalation
  • Achieving ‘right first time’ standards

Asking for What you want/Saying No Effectively

  • Benefits of managing customer expectations
  • How to negotiate to reach “win/win” outcomes
  • A three step verbal structure to demonstrate assertive communication on the telephone and in writing