Achieving Excellence in Customer Service

Course outlines:

Module One:
Enhancing Your Customer Service Communication Skills

• Active Listening and Questioning Skills to Identify a Customer’s Expectations
• Body Language: How to Read Your Customer like a Book
• Working with Aggressive, Expressive, Passive and Analytical Customers
• Telephone Tips to Promote a Professional Image
• The Do’s and Don’ts of Written Communication
• Define customer service and break it down to its most basic dimensions
• Explain the critical link between ‘attitude’ and ‘technique’ in order to consistently deliver an excellent level of service
• Use a variety of tools such as ‘gap analysis’ and ‘RATER’ to provide a level of service that is second to none
• Analyze basic behavioral patterns of different customer personalities and the best way to deal with them
• Discuss and practice the techniques of effective communication skills with customers

Module Two:

Building the Foundation for Achieving Customer Service Excellence 

• The 7 Customer Service Expectations
• Measuring Internal and External Customer Service Satisfaction
• How to Use Customer Service to Increase Sales
• “Going the Extra Mile” to Promote Customer Service Excellence
• Using social media to enhance Customer Service
• Protecting your Organization’s Online Reputation

Module Three:

Service Recovery: Handling Complaints and Upset Customers 

• The Importance of Customer Complaints and Why they should be Encouraged
• Empower Employees to Get the Job Done
• Steps to Follow for Customer Service Recovery
• Strategies to Help Calm Upset Customers
• Managing Emotions during Stressful Situations

Module Four:

Principles of Persuasion and Professional Negotiation Strategies  

• Cialdini’s Six Principles of Persuasion
• The Art of Giving and Receiving Constructive Feedback
• Strategies for Negotiating Mutually Beneficial Outcomes
• Words and Tones to Avoid
• Price Value Formula
• Negotiating across Cultures

Module Five:

Focusing on Customer Service Excellence and Continuous Improvement

• What is your Action Plan?
• Customer Service takes Teamwork
• Maintaining a Positive Mental Attitude
• Setting SMART Goals for Continuous Improvement
• Stress Management Tips to increase Productivity
• End of Course Review