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Achieving Excellence in Customer Service
Course: 910
Type: RealityPlus
Duration: 3 Days
You Will Learn How To
- Provide exceptional customer service that achieves results and gets noticed
- Adopt the skills and techniques that routinely deliver positive customer experiences
- Maximize the customer value of your face-to-face, phone or Web-based interactions
- Deal effectively with difficult customers and turn complaints into opportunities
- Contribute to a customer-centric culture and achieve greater personal growth and customer satisfaction
- Demonstrate a positive, confident and professional approach with internal and external customers
Course Benefits Providing outstanding customer service often makes the difference between gaining and keeping a customer or losing one. This course offers the tools and techniques to ensure you build and maintain mutually beneficial relationships with your customers. As a result, they become loyal advocates for you and your organization.Who Should Attend Anyone from any organization who needs to build effective relationships with external or internal customers in person, by phone or via the Web. This includes help desk, technical support, call center, front-line or support staff. Managers and team leaders wishing to coach and develop staff performance towards a customer-focused culture also benefit.A media-rich environment immerses you in real-life customer service situations. Experiential activities, including role-playing, and simulated video and audio scenarios, allow you to practice the skills presented throughout the course. Activities include:
- Profiling your customer service skills
- Defining customer service excellence
- Connecting with the emotional aspects of the customer experience
- Assessing customer expectations
- Modeling effective responses to typical customer service scenarios
- Jargon-busting and slang-slaying
- Practicing verbal and vocal skills
- Handling customer complaints and difficult situations
- Responding assertively to unreasonable requests
- Demonstrating empathy and building rapport
- Putting the customer first in a simulated situation
- Delivering a Personal Statement of Commitment
Course 910 Content
- Focusing on the how as well as the what
- Developing a relationship of mutual trust
- Influencing customer perceptions
- Calculating the lifetime value of your customer
- Exceeding customer expectations
- Making the initial connection with the customer
- Presenting a positive first impression
- Taking responsibility for demonstrating customer care
- Navigating the customer through the process
- Instilling confidence with a personal approach
- Adopting a positive mental attitude (PMA)
- Small actions that ensure attention to detail
- Verbal and vocal techniques that work
- Avoiding the quirks and distractors
- Banishing jargon to create clarity
- Matching words with nonverbal communication
- Turning active listening into problem solving
- Employing questioning techniques that focus on outcomes
- Encouraging a spirit of inquiry rather than adversary
- Moving to a team approach with the customer
- Customer reassurance in a clicks and mortar situation
- Five key rules for successful outbound calls
- Choosing and using appropriate media
- Applying best practices in call center etiquette
- Top tips for e-customer care
- Demonstrating emotional intelligence
- Displaying empathy and showing neutral support
- Establishing rapport and defusing anger
- What you can say to avoid upsetting customers
- Remaining objective in challenging situations
- Personalizing and depersonalizing messages
- Asserting your position through polite repetition
- Handling the obstinate customer
- Generating useful feedback and learning
- Turning a negative situation into a loyal customer
- Tapping into the potential advocate within your customer
- Mapping the internal customer network
- Strengthening weak links in the chain
- Influencing a customer-centric corporate culture
- Setting and monitoring performance standards
- Tracking progress with internal indicators
- Enabling customers to express satisfaction
- Committing to a customer service charter
- Seeing customer service as an attitude, not an accident
- Coaching your team for success
- "Sharpening the saw" to hone your customer service skills
- Projecting a professional image with internal and external customers
- Ten rules that epitomize success
- Measuring personal growth and achievements
- Constructing personal development goals
- Committing to immediate action
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RealityPlus is a trademark of Learning Tree International.
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