Customer Service Excellence

Course details

By the end of the program, participants will be able to:

• Demonstrate an understanding of the importance of the provision of good customer service in all sectors.
• Establish the standards and systems that can make every internal customer feel
• Make a composed and confident impression on each and every contact
• Identify customer and organizational needs and expectations
• Describe the differences between strong and weak customer care
• Recognize how to present a professional image and identify techniques for communicating positively
• Identify the techniques used to handle customer complaints appropriately
• Evaluate the current customer service in the organization in order to maintain an effective current customer

Program Outline

Introduction to Customer Service:

• Definition of customer service
• Why customer service is important
• Develop and implement a quality C.S. plan
• Identify external and internal customers
• Explain how to promote good service
• Identify customer service barriers
• Assess the Company's Customer Focus
• Develop a customer focused team

Skills for Brilliant Internal Customer Service

• Different styles of organization
• Why do customers leave?
• Customer retention
• Service standards
• The service journey

Internal Customer Service

• Marketing / Sales
• Order processing
• Fulfillment
• After-sales support
• Finance / HR
• Continuous service improvement
• Phrases to avoid

Effective Communication

• The importance of listening to customers
• Non-verbal techniques
• Body Language.
• Tone of voice and expression
• Verbal and non-verbal Telephone skills

Presenting a Positive Professional Image

• The importance of 'first impressions'.
• The importance of presenting a positive attitude and professional image.
• Identify some of the appropriate verbal and non-verbal communication methods to be used in different customer situations.
• Demonstrate an understanding of the need for personal space

Handling Customer Complaints

• Why customers complain.
• The benefits of receiving customer complaints.
• Techniques involved in handling difficult customer situations
• Offering alternative solutions.
• Ways of handling complaints positively