Customer
Service - Excellence Programme Training Course
Duration: 1 Day
Introduction
To enable delegates to implement the principles behind world-class customer service and exceed customer expectations. This event is designed for anyone who interacts with customers, whether internal or external, fact to face or via the telephone
Course Aim
To provide techniques to help YOU to overcome those difficult moments with customers, maintain professionalism and WOW them with your service levels
Learning Objectives
This programme is for you if you wish to:
- Explain why customer service is a necessity not a luxury
- List strategies for customer service excellence based on current performance levels
- Develop a personal contract to improve service levels
- Describe how to recognise what customers expect in terms of customer service and the implications to all involved if that standard is not met
- Increase their credibility with customers - and their value to the organisation
- Detail how to handle challenging customers
- Explain how to deal with complaints in a professional manner
- Consider the effectiveness of their telephone behaviour and develop skills to really accelerate telephone communications
Method & Approach
This practical and interactive customer care course provides an overview of the personal and professional skills for staff that are often the first point of contact for customers. Throughout the course delegates will have the opportunity to discuss customer handling skills, enabling a confident return to the workplace.
Training Course Content
Training Course content includes:
- I’m just trying To Do a Good Job!
- Is 99% good enough? Service elements of my job. What are the difficulties in delivering the service elements? Re-write your job specification to include personal service elements.
- The Benefits of Good Customer Care
- Who are my customers? What are their needs? What do they want from me?
- Quality Measurements
- The cost of losing a customer or losing customer confidence, and the costs of acquiring new customers. Quality and measurements in your organisation.
- Know your service levels. - Seeking feedback
- Complaints and objections are opportunities! Taking responsibility to diagnose and solve problems
- Customer Facing Skills - Relationships with others. Key characteristics to develop co-operation.
- Effective Listening and Questioning. Building confidence in your ability to offer customer focused solutions. Construct and deliver your message - ensuring that you are understood and that you encourage a positive response.
- Manage objections and gain customer commitment Positive and negative telephone behaviour.
- Handling Difficult Situations. How to calm angry customers, managing emotions
- Customers - Why Are They SO Difficult?
- Behavioural spirals – how to avoid downward spirals. I have rights. But they’re so AGGRESSIVE! Of course I am assertive! Saying ‘No’ with professionalism and without guilt
