Customer Service

Course details

Providing customer service excellence is critical to keep your customers continue doing business with your organization.

Customer service excellence will give you the competitive advantage you need to survive in a tough market, where people skills are critical for creating memorable and great customer experiences.

This customer service training gives you the skills you need to communicate in a professional manner, enhance customer relationships and deliver consistent service excellence at every customer ‘touch point’, whether over the phone, face to face or through the internet.

It also provides skills for developing the service mind-set and behaviors that create customer loyalty and keep customers for life.

Course Objectives

•  Explore how a total customer focus organization behaves
•  Describe what customer service excellence is and the challenges of delivering it
•  Identify the benefits of customer loyalty
•  Explore your role in building customer loyalty
•  Identify key customer ‘Care – Abouts’
•  Communicate professionalism, gain respect, and enhance customer relationship
•  Secure an overall competitive advantage through customer service excellence
•  Develop a methodology for dealing with angry customers
•  Explain how excellent service contributes to customer loyalty
•  Measure customer satisfaction and monitor service standard
•  Deploy the customer focus culture and make excellence a habit

Course Outline

•  Deploying customer service excellence culture
•  Developing excellent communication with customers
•  Opportunities to Delight
•  Handling customer complaints
•  Managing Customer Focus Environment