Customer Service Par Excellence

Program Overview

Exceptional customer service is a pivotal business strategy, fostering success for customers, staff, and organizations alike. Our customer service training endeavors to equip individuals with the necessary skills and behaviors to facilitate the delivery of exceptional customer service at all organizational levels. This course aims to augment customer loyalty, retention, and overall satisfaction.

Course Objectives

This course is designed to achieve the following learning outcomes:

– Instill the significance of delivering excellent customer service among customer service staff.

– Equip frontline personnel with effective techniques and skills essential for service excellence.

– Manage and cultivate customer interactions and relationships adeptly.

– Enhance communication skills to create a positive impression.

– Foster confidence in handling challenging situations, and exceeding customer expectations.

– Understand strategies for building repeat business and seizing opportunities for business growth.

Course Modules:

Introduction to Delivering Service Excellence
– Understanding customer attrition factors
– Behaviors impacting customer satisfaction
– Differentiating customer service from satisfaction
– Defining excellent customer service and its characteristics
Managing Myself – the Service Provider
– Roadmap to customer satisfaction
– Dimensions of service excellence
– Perception’s influence on behavior
– Techniques for cultivating positive service behavior
– Adopting a customer service attitude
Identifying Customer Condition and Establishing Rapport
– Understanding customer diversity
– Observational skills and customer conditions
– Establishing positive rapport effectively
Determining Customer Needs and Expectations
– Distinguishing between needs and expectations
– Essential skills for understanding needs and expectations
– Effective listening and question types for customer understanding
Effective Communication Techniques
– Navigating communication barriers
– Telephone, written, and face-to-face communication best practices
Meeting and Exceeding Customer Needs and Expectations
– Strategies for meeting customer needs
– Personalizing and adapting services
– Instilling trust and concluding interactions
Satisfying Customers in Comfortable and Difficult Conditions
– Managing various customer scenarios: indecisive, demanding, and angry customers
– Steps for service recovery and managing frustration

This comprehensive program concludes with a summary and key takeaways.

Target Audience:

All customer-facing, technical, and support staff, along with managers and team leaders engaged in internal or external customer interactions, will benefit from this course. It is suitable for professionals across various sectors and organizations.