Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists as well as managers who want customer service training in order to reinforce their skills and train their staff.
Duration
2 Days
Programme Overview
In this course, we cover all the most important elements of service any person involved in direct interactions with customers should know and apply. From the necessary behavioural and communication skills to the right attitude, and including specific methods to analyze and improve the service provided, we cover it all in a straight forward and effective manner that will help participants ensure customer satisfaction and delight in the most challenging situations.
Objectives
Explain the importance of customer service in a competitive environment
Defend the vital role internal customers play and show that their satisfaction is key for the success
of an organization
Practice the techniques of managing customer expectations and delighting customers
Provide better, faster service and increase customer satisfaction
Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem
Methodology
Several methodologies are used in this course. In addition to brief presentations by the consultants, we use case studies, self-awareness exercises, exercises to practice some of the methods learned during the course, video clips and role-plays.
Course Outline
Module 1: Concept of Customer Service
Quotations on Customer Service
Service definitions
Quality service requirements
Some interesting numbers
Cost of bad customer service
Customer care foundations
Learning from the best
Additional comments about service
Module 2: Internal customer service
Identifying Internal and External customers
A final definition
Elements of Service
Customer requirements
Foundation of great Service people
The links in the Service-profit chain
Internal customer Service
Module 3: Managing customer expectations
The Importance of customer expectations
Perceived service quality
What to say and what not to say
Calming upset customers
12 tips for calming upset customers
Comments you should avoid
Managing customer expectations
'RATER' in real life
The Service Quality (SQ) factors
Flying over customers' rising expectations
The customer loyalty ladder
Role-plays and exercises on dealing with different personality styles
Module 4: Effective communication skills for handling customers
Effective communication
Verbal communication with customers
Active listening
Effective listening skills
Phone etiquette
Module 5: Professional behaviour with customers
The power of behaviour
Principles of effective behaviour
How to behave professionally with the customer
History of communication
Interesting study
Interpreting nonverbal communication
The right behaviour with the customer
The wrong behaviour with the customer
Types of behaviour - Assertive, Passive and Aggressive behaviour
Verbal and non-verbal components of communication styles
