Excellence in Customer Service

In today’s tough and increasingly uncertain customer service oriented business environment, people skills are very critical for personal and organizational success. Customers now decide how customer-centric your company is, how you deal with them can directly impact your individual goals as well your team’s and company performance. This course provides the participant new customer service skills needed to communicate professionalism, enhance customer relationships and secure overall competitive advantage through excellent customer service.

At the end of this course, the participant should be able to:

  • Define and understand Excellent Customer Service
  • Deliver better, faster service and increase customer satisfaction
  • Manage stressful situations and conflicts more effectively
  • Respond effectively to specific customer behaviors
  • Get insights on successful case studies that work in managing and delighting the customers
  • Apply Excellent Customer Service skills in the current designated work

 Course Outline

  • Clash of Clans – Customer Service redefined
  • —Customer Care vs Customer Service vs Customer Service Management
  • —Current arena of customer service
  • Who is Henry? – Knowing the customers
  • —Customers and their behaviors
  • —Responding to specific customer behavior
  • 30 minutes late? – Delivery and execution
  • —Managing Customer’s Expectations
  • —Level-up Customer Experience
  • What is that again? – Communicate Excellently
  • —The 6 C’s in communication
  • —Active Listening
  • Where is your Manager? – Managing Crisis and Complaints
  • —Dealing with difficult customers
  • —Handling Conflicts
  • I want your service again! – Nurture Customer relationship
  • —Using the LEARN Model
  • —Retention and Loyalty Program

Who should attend

  • Front liners
  • Customer Service Representatives
  • Technical and Support personnel
  • Field Service Representatives
  • Account Managers
  • Business owners
  • Managers who want customer service training to reinforce their skills and train their staff