Superior Customer Service Workshop
Schedule
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Course Details
Superior Customer Service Workshop
Soft Skills
Duration: 1 Day
Course Description:
“Business is very much like tennis. Those who don’t serve well end up losing.”
It’s a dog eat dog world out there with various companies going after the same customers. Eventually and over time, products and services will increasingly be similar. This “me too” mentality among organizations highlight the need to set one’s self apart via a reliable and fail-safe method: BETTER CUSTOMER SERVICE. Given changing customer expectations, doing a good job is no longer good enough to separate one from the pack. The prize will go to those who create new frontiers. The edge is customer service superiority; service that DELIGHTS while ensuring that the basics are consistently delivered. But this doesn't happen by accident. It requires knowledge, commitment, and effort; a willingness to accept that the customer is the most important person of any organization. We should establish ourselves and our companies as reliable both internally and externally. We then project that image to our customers, our competitors, our communities, and to the public at large.
Course Objectives:
By the end of the workshop, the participants will be able to deal more effectively and more confidently with customers (both internal and external) in a variety of transactions. Specifically, participants will be able to appreciate the importance of providing valueadded service to customers, clarify their role as service front-liners and their impact on customers. Improve interpersonal skills in face-to-face and over-the phone transactions, and deal more effectively with difficult customer requests and complaints. A special section deals on service recovery: how to turn an unpleasant customer experience to a positive one.
Course Outline:
Module 1: Introduction
Module 2: Customer Service Evaluation
Module 3: The concept of the Brand Promise
Module 4: Structured Learning Exercise – What the customer wants
Module 5: Challenges in Customer Management and Why it Pays to Please
Module 6: Keys of Customer Service
Module 7: Loyalty Drivers and Value-Added Services
Module 8: Building a Service Personality
a) Communication skills
b) Building Rapport
c) Working Styles Theory – how to identify and deal with different types of customers
Module 9: Telephone Techniques
Module 10: Internet-based Transactions and Establishing Online Rapport
Module 11: Satisfying the Needs – Customer Service Do’s and Don’ts
Module 12: Customer Profile Sheets
Module 13: When you have to say “NO” to customer requests
Module 14: Handling Difficult Situations and Irate Customers a) Face-to-face b) via e-mail
Module 15: Service Recovery
Module 16: Self-Management. How to keep yourself positive and upbeat despite the challenges of the job