Excellence of Customer Service

Course details

In this course, participants will acquire the skills necessary to deliver consistent quality customer service that builds customer loyalty

Course Objectives:

• Practice expected behaviors for outstanding customer service
• Apply the excellent customer service equation in handling difficult customer

Course Outline:

Module 1: Introduction to Customer Service Concepts and Definitions

• Definition of quality customer service
• Why do organizations care about customer service?
• Statistics on customer service
• Reasons for poor service
• The customer service department structure
• Setting customer service strategy exercise
• Service quality measures
• The attitude and quality of customer service representative
• The positive and negative points when contacting with customers
• Customer importance movie

Module 2: Dealing with your Customer

• The excellent customer service equation
• Greeting the customer
• Determining needs
• Meeting needs
• Making the moment memorandum
• Check results
• Leaving the door open
• Ways to discover hidden dissatisfied customers
• Why customers become angry
• The two “misses” – misunderstanding and missing information
• The process of handling objections
• Handling different types of customers
• The 6 rules of the great customer service

Assessment Strategy:

• Participants will be informally assessed based on their participation in exercises and role plays