Customer Service Excellence

Course details

Ensuring high performance level for every staff of the organisation is vital for the delivery of effective and consistentlevel ofservice. Every organisation is continually looking for ways to develop and improve their staff in order to achieve consistent performance to create exceptional customer service experience that will increase customer confidence and satisfaction.

The way that staff interact and serve their customers are a vital component in the service ‘mix’. The challenge for every organisation is to harness the energy, skills and abilities of their staff to deliver the highest possible quality and consistency in service.

Programme Objectives

At the end ofprogramme,participantsshouldbeable to:

• Get into the mindset of customers - understand customer service from the customer’s perspective
• Identify what processes and touch points can be improved to add value to customers’ experience
• Appereciate the importance of positive mindset, performance and developing positive communication skills
• Understand the necessity to establish customer commitment in achieving service excellence.
• Develope service excellence skills in increasing customer confidence and satisfaction

Programme Outline

1. Performanceandbehaviour towards customer service
2. The Customer Service Mindset
3. The Customer Service Process – five step process
4. Enhancing Customer Communication