Customer Service Excellence How to Win and Keep Customers
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Customer Service Excellence How to Win and Keep Customers Course
Introduction:
Achieving customer service excellence is not a matter of chance; it requires deliberate effort and teamwork. It calls for well-trained customer service professionals who are enthusiastic about delivering high-quality service. This dynamic five-day course places a strong emphasis on developing professional communication skills and adopting actions that lay the groundwork for continuous improvement.
In today's customer-centric business landscape, possessing "people skills" is crucial for career advancement and organizational effectiveness. The program prioritizes the significance of providing customer service excellence in a competitive environment. It offers proven strategies for service recovery and negotiation techniques for handling difficult customers in a professional manner.
Throughout the course, participants will:
- Identify key components that foster customer retention and loyalty.
- Describe the practices of world-class customer service providers and model their own performance based on those practices.
- Utilize interpersonal skills as essential tools in delivering customer service.
- Cultivate a customer-focused mindset for continuous improvement.
- Enhance conflict resolution skills.
- Learn about customer service and quality management tools.
- Explore methods to improve customer satisfaction.
- Strengthen people skills.
- Learn proactive approaches to managing and controlling expectations.
- Acquire a six-step process to effectively plan negotiations and ensure comprehensive coverage.
- Develop and refine the five key skills crucial for expert negotiations, including building rapport, sensory acuity, yes sets, needs definition, and sending positive messages.
- Gain a structured approach for applying newly acquired negotiation skills effectively.
- Understand how to leverage strengths and overcome weaknesses in negotiation situations.
- Obtain a blueprint applicable to each negotiation attended.
- Learn how to avoid common pitfalls and effectively handle "dirty tricks."
- Learn about customer service and quality management tools.
- Discover techniques for improving customer satisfaction.
- Enhance people skills.
- Learn proactive approaches to managing and controlling expectations.
Overall, this comprehensive training program equips participants with the knowledge and skills needed to deliver exceptional customer service, manage customer expectations, and handle negotiations with confidence and professionalism.
Course Objectives:
Establish the importance of setting and reviewing customer service standards
- Develop an understanding of internal and external customer expectations
- Communicate more effectively by utilizing active listening and questioning skills
- Demonstrate how to deal with difficult customers effectively
- Set SMART objectives and goals to increase daily productivity
- Utilize stress management techniques to reduce tension
- Describe how to use Quality Management tools and methods
- Build strong customer relationships
- Help influence and set customer expectations
- Measure their own degree of customer focus and be able to apply a variety of methods to get closer to the customer
- Implement improved people skills to enhance customer service
- Improve service to internal customers as well as external customers
- Use skills to build effective relationships
Who Should Attend?
- All professionals in customer facing positions or with specific responsibilities for Service Quality and Customer Satisfaction
- Frontline customer service representatives (CSR)
- Team supervisors
- Department managers
- Account managers
- Field service representatives
Course Outlines:
Setting the Standards for Customer Service Excellence
- The benefits of providing excellent customer service
- Breakout session: How to use customer service to promote customer loyalty
- Case study: The best and worst customer service providers
- The WOW Factor: Going the extra mile…and then some!
- The importance of managing internal and external customer expectations
- First impressions: What do your customers see and hear?
- Understanding and working with the four customer styles
- Practical exercise: What is your individual personality type?
Communicating the Customer Service Message
- How well does your organization communicate the importance of customer service?
- Understanding your customer’s nonverbal communication
- Tips for building trust and rapport quickly…face-to-face or on the telephone
- What is your preferred learning style?
- Developing your active listening skills to enhance communications
- Use questioning techniques to identify a customer’s expectations and service requirements
- Telephone tips to promote a professional image
- The dos and don’t of written communication
Service Recovery: Handling Complaints and Difficult Customers
- The importance of customer complaints and why they should be encouraged
- Six steps to service recovery
- Case Study: Best Practices of Scandinavian Airlines and The Disney Corporation
- Strategies to help calm upset customers
- Managing emotions during stressful situations
- Empower employees to get the job done
- Breakout session: Step-by-step process for handling a customer complaint
- Role-play exercise: Dealing with upset customers
Principles of Persuasion
- Requesting feedback from customers and colleagues
- The art of giving and receiving feedback
- Case study: Best practices - Xerox’ Five Pillars of Customer-focused Strategy
- Negotiating mutually beneficial outcomes
- Words and tones to avoid
- The RATER Model: Five dimensions of customer service excellence
- Best practices for call handling, documentation, and quality assurance
- Measuring and monitoring customer satisfaction
Getting the Right Customer Service Attitude
- The importance of attitude and teamwork
- Focusing on continuous improvement
- Stress management tips to increase productivity
- Practical exercise: What are your biggest “timewasters” that block productivity?