Excellence In Customer Service

In order to create customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with exceptional service. In order to achieve this it is important to ask yourself some questions

• Do you or your staff have the right skill sets to deliver exceptional customer service?
• Currently how do you improve your Customer Service Skills and approaches?
• Do you strive to continuously improve your customer service?
• Do you listen to your customers and their needs?
• Do you currently listen effectively to uncover the customer’s true needs?
• Are internal customers understood and prioritized?

This Customer Service Training Course is for who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service.

Course Objectives

• Explain what customer service means in relation to internal & external customers
• Recognize how one's attitude affects service standards
• Learn 25 Skills in managing customer services
• Master ways to develop & maintain a positive, customer focused, attitude
• Develop needs analysis techniques to better address customer needs
• Apply outstanding customer service techniques to generate return business
• Practice techniques for developing good will through in-person customer service
• Formulate take away techniques for service excellence over the phone
• Gain insight to connecting with customers online
• Master techniques for dealing with difficult customers
• Acquire tools for recovering difficult customers
• Use various templates and checklist for customer handling and complaints
• Understand when to escalate

Who Should Attend?

All employee handling customers, front liners and other who deal with customers

Course Outline

Lesson 1
Who we are and what we do

• Who are customers (internal/external)
• Exercise: Who is your customer?
• What is customer Service?
• What is TCS?
• Who are “customer Service” Providers?
• 25 excellent customer skills

Lesson 2
Establishing your Attitude

• Appearance counts! (even if not in person)
• The power of the smile
• Staying energized
• Staying positive
• Video review – Learning point

Lesson 3
Identifying and Addressing their Needs

• Understanding the customer's problem
• Staying outside the box (not jumping to conclusions)
• Meeting basic needs
• Going the extra mile
• Video review – Learning point

Lesson 4
Generating Return Business

• Following up
• Addressing complaints
  • Template – to address complaint
• Turning difficult customers around

Lesson 5
In-Person Customer Service

• Dealing with at-your-desk requests
• The advantages and disadvantages of in-person communication
• Using body language to your advantage
• Role play – Face to Face

Lesson 6
Giving Customer Service over the Phone

• The advantages and disadvantages of telephone communication
• Telephone etiquette
  • Role play – Handling telephone
• Tips and tricks – improve customer satisfaction

Lesson 7
Providing Electronic Customer Service

• The advantages and disadvantages of electronic communication
• Managing Customer service using variety of electronic methodology
  • Email/Communication - techniques

Lesson 8
Recovering Difficult Customers

• Methodology handling customers
• Video review – Learning point
• De-Escalating anger
• Establishing common ground
• Video review – Learning point

Course Methodology

A variety of methodologies will be used during the course that includes:

• (30%) Based on Case Studies
• (30%) Techniques
• (30%) Role Play
• (10%) Concepts
• Pre-test and Post-test
• Variety of Learning Methods
• Lectures
• Case Studies and Self Questionaires
• Group Work
• Discussion
• Presentation

Course Fees

This rate includes participant’s manual, Hand-Outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day.

Course Timings

Daily Course Timings
08:00 - 08:20       Morning Coffee / Tea
08:20 - 10:00       First Session
10:00 - 10:20       Coffee / Tea / Snacks
10:20 - 12:20       Second Session
12:20 - 13:30       Lunch Break & Prayer Break
13:30 - 15:00       Last Session