Customer Service Excellence

Who Should Attend

• Sections Heads & Middle Managers
• Customer Service Team Leaders
• Customer-facing Team Members

Course Objectives

• An overview of what 'customer service excellence' means to you and your customers
• Understand how Emotional Intelligence (EQ) can give you a customer service edge
• Identify personal strengths and blind spots and how they impact your customers
• Explore reasons for spending more on valuable customers (no more one-size-fits-all)
• Learn how to motivate and maintain morale in front-line customer service teams
• Identify EQ best practices for managing different situations, including complaints
• Learn how to measure how well customer service objectives are being achieved
• Confirm how the EQ approach can lead to long and profitable customer relationships.

What will you gain?

By the end of this course you will be able to:

• Explore people's buying choices. People buy from people, not companies
• Understand that the result of a business is a satisfied customer and that everyone provides customer service, to either internal or external customers.
• Learn how to make every interaction with customers as positive an experience as possible
• Develop listening skills to learn and understand your customer's needs
• Learn to lower the emotional temperature so you can have a rational discussion
• Align organisational priorities to match the priorities of your customers
• Take customer complaints seriously, and as opportunities to show customers that you provide exceptional service.

Course Content

• Customers, customer service and service quality defined
• Customer service vs. customer satisfaction
• The Iceberg phenomenon
• Traditional vs. progressive customer orientation
• Nature and definition of Emotional Intelligence
• Perception vs. reality among customers
• Emotional literacy- "understanding how my feelings affect my customer"
• Elements and dimensions of quality service
• Customers and expectations
• Delivering what we promise and more
• Understanding needs, wants and expectations of customers
• Products vs. services
• Becoming aware of all the products/services you offer
• Types of customers
• Communication skills
• Hearing vs. listening
• Characteristics of a good listener
• Body language as powerful tools
• Different personalities and how to deal with them
• Dealing with difficult/challenging customers
• Winning words vs. hedgers to avoid
• Positive vs. negative phrases and questions
• Sources of customer satisfaction and the zone of tolerance
• The customer experience chain
• Understanding difficult customers
• How can you prevent problems with difficult customers?
• Dealing with complaints and profiling complainers
• Customer relationship management for continued partnerships
• Creating a climate of positive responsiveness
• Growing and nurturing service champions
• Importance of loyal customers and how to build loyalty
• The loyalty ladder
• Case studies.

Career Path

Win and Retain Customers using Emotional Intelligence