Advanced Customer Service Management

Course details

Course Introduction:
Explore advanced concepts in customer service management, including designing customer service strategies, managing service teams, and creating metrics to measure service excellence.

Course Outcomes:
Communicate more effectively and positively with customers
Create good first impressions and build trust levels
Meet high standards of response and resolution
Develop their own personal toolkit to lift service levels
Improve first contact resolution pro-actively identifying complaints and fixing them
Turn around entrenched, emotionally charged and dissatisfied customers
Analyze complaints and recognize patterns to avoid them in the future

Who Should Attend:
Managers and executives from public and private sector organisation who want to design, improve and deliver superior customer services, including:

Managers and customer-facing employees wishing to raise their organisations level of service
Front-line teams who respond to verbal and written service enquiries and complaints
Employees in the service sector and public utilities
Supervisors and service team members
Marketing executives

Course Topics:
An Introduction to Customer Service

The core principles of customer service excellence
Understanding of the different types of customer and the value of customers and their loyalty
The costs and impacts of poor customer service
How measuring customer relationships can enable greater business success
Understanding unpleasant experiences


Essential Customer Service Communication Skills

The language and communication skills for successful interactions
The message drop-out
The three elements of effective communication
Building rapport with verbal communication
Adapt your behaviour to meet customers needs or expectations


Dealing with stress and calming upset customers

Understanding what makes customers upset
Contrast successful and difficult customer relationships
Strategies for calming upset customers; face-to face over the telephone via email
Understanding the stress of customer services roles
Managing or eliminating stress


Maintaining a positive and customer-friendly attitude

The individual in customer service activities
10 Tools to help you manage your time in customer services
Maintaining a can do approach
Techniques for asking questions
Strategies for adding genuine value


Development of a toolkit to build stronger and long lasting customer relationships

Why the telephone is so important to customer service
Recognising the customers preference and adapting accordingly
Mastering the telephone
Understanding the signals you send out to customers
Identify and negotiate the best deal/outcome possible


Main components of a Complaints Management Process

Identification of the elements of an effective complaints management process
International standards ISO 10002
Social technological political and economic factors that are changing customers expectation
Why complaints are important to an organisation
The risks and benefits inherent in complaints


What Customers Look for When They Complain

What makes best-in-class complaints handling
Setting a strategy for complaint management
The positive power of effective complaint handling
What is important to customers when they complain
Understand the justice customers are looking for when complaining


People Issues

Why customers choose to complain
How complaint handlers choose to respond
Communication styles and emotional intelligence
Build rapport


Skills and Behaviours Needed for Dealing with Complaints

Empathy and positive reactions
Listening and questioning skills
Dealing with difficult customers and problem behavior
Taking a future outcomes approach


Learning from Complaints

Data capture and analysis of complaints the complaints cycle
Case Study UK Ofcom Consumer Complaints Procedures Review
Customer service and culture change
Course summary and close