Exceptional Customer Service استثنائية خدمة العملاء

Course details

OVERVIEW
Each and every one of us serves customers, whether we realize it or not. Maybe you're on the front lines of the Company,
serving the people who buy your products. Perhaps you're an accountant, serving the employees by producing their pay
checks and keeping the company running. Or maybe you're a company owner, serving your staff and your customers.
Exceptional Customer Service Workshop will look at all types of customers and how we can serve them better and
improve ourselves in the process. Participants will be provided a strong skillset including person and over the phone
techniques, dealing with difficult customers and generating return business.

PROGRAMME OBJECTIVES
By the end of the Exceptional Customer Service workshop, candidates will be able to:
»» State what customer service means in relation to all your customers, both internal and external.
»» Recognize how your attitude affects customer service.
»» Identify your customer's needs
»» Use outstanding customer service to generate return business
»» Build good will through in-person customer service
»» Provide outstanding customer service over the phone.
»» Connect with customers through online tools.
»» Deal with difficult customers.

PROGRAMME OUTLINE
»» Who We Are and What We Do
»» Who Are Customers?
»» What is Customer Service?
»» Who Are Customer Service Providers?
»» Establishing Your Attitude
»» Appearance Counts!
»» The Power of a Smile
»» Staying Energized
»» Staying Positive
»» Identifying and Addressing Customer Needs
»» Understanding the Customer's Situation
»» Staying Outside the Box
»» Meeting Basic Needs
»» Going the Extra Mile
»» Generating Return Business
»» Following Up
»» Addressing Complaints
»» Turning Difficult Customers Around
»» In-Person Customer Service
»» Dealing with At-Your-Desk Requests
»» The Advantages and Disadvantages of In-Person
Customer Service
»» Using Body Language to Your Advantage
»» Giving Customer Service Over the Phone
»» The Advantages and Disadvantages of Telephone
Communication
»» Telephone Etiquette
»» Tips and Tricks
»» Providing Electronic Customer Service
»» The Advantages and Disadvantages of Electronic
Communication
»» Understanding Netiquette
»» Tips and Tricks
»» Eliminate Electronic Ping Pong
»» Recovering Difficult Customers
»» De-Escalating Anger
»» Establishing Common Ground
»» Setting Your Limits
»» Managing Your Own Emotions
»» Understanding When to Escalate
»» Dealing with Vulgarity
»» Coping with Insults
»» Dealing with Legal and Physical Threats
»» Ten Things You Can Do to WOW Customers Every Time
»» Tips and Tricks
»» Wrapping Up
»» Words from the Wise
»» Parking Lot
»» Action Plans and Evaluations

TRAINING METHODS
The training methods in Exceptional Customer Service workshop include lectures, projects/ assignments, exercises, quizzes,
role plays and various participatory sessions. The emphasis will be on learning by doing.

PROGRAMME ASSESSMENT
The Exceptional Customer Service workshop evaluation of the candidates takes place on a CONTINUOUS BASIS. Active
participation in activities, interest displayed by the candidates in acquiring the necessary attributes and skills, and the
commitment shown by them to improve in terms of attitudes are the main criteria for evaluation. Knowledge gained on the
other hand is being assessed by the pre and post examination and quizzes. Updated on 06 September, 2018