Duration : 02 days
Course Overview:
The way an organization interacts with its customer base directly affects its business growth. Satisfied customers not only visit back to make more purchases, but they also pass on positive recommendations to other prospective customers which improves the future scope of the sale.
Lately, the focus for a new generation of organizations has been on providing their customers with a differentiated experience- something that sets them apart from their competitors. Customer service excellence is becoming an important element in providing this experience.
Customer service excellence takes basic customer service up a notch and includes not only fulfilling the expectations of a customer but also exceeding those expectations. Organizations that strive for customer service excellence approach customers with a focused modus operandi of satisfying their customers.
With practical lessons, participants gain first-hand knowledge in this context. The course aims to impart insight regarding various tools and techniques used in the corporate world. The course is a pre-requisite for any associate looking to understand the ideology behind customer service excellence and is willing to get well-versed in the same.
Course Objective:
By the end of the course, participants will be able to:
- Establish the importance of setting and reviewing customer service standards
- Design a social media plan to improve customer service support
- Demonstrate how to deal with difficult customers in a professional manner
- Utilize time management techniques and set SMART goals to increase productivity
- Develop an understanding of internal and external customer expectations
Target Audience:
- Frontline Customer Service Representatives (CSR)
- Team Supervisors
- Department Managers
- Account Managers
- Field Service Representatives
Course Outline:
Enhancing Your Customer Service Communication Skills
- Active Listening and Questioning Skills to Identify a Customer’s Expectations
- Body Language: How to Read Your Customer like a Book
- Working with Aggressive, Expressive, Passive and Analytical Customers
- Telephone Tips to Promote a Professional Image
- The Do’s and Don’ts of Written Communication
Building the Foundation for Achieving Customer Service Excellence
- The 7 Customer Service Expectations
- Measuring Internal and External Customer Service Satisfaction
- How to Use Customer Service to Increase Sales?
- “Going the Extra Mile” to Promote Customer Service Excellence
- Using social media to enhance Customer Service
- Protecting your Organization’s Online Reputation
Service Recovery: Handling Complaints and Upset Customers
- The Importance of Customer Complaints and Why they should be Encouraged
- Empower Employees to Get the Job Done
- Steps to Follow for Customer Service Recovery
- Strategies to Help Calm Upset Customers
- Managing Emotions during Stressful Situations
Principles of Persuasion and Professional Negotiation Strategies
- Cialdini’s Six Principles of Persuasion
- The Art of Giving and Receiving Constructive Feedback
- Strategies for Negotiating Mutually Beneficial Outcomes
- Words and Tones to Avoid
- Price Value Formula
- Negotiating across Cultures
Focusing on Customer Service Excellence and Continuous Improvement
- What is your Action Plan?
- Customer Service takes Teamwork
- Maintaining a Positive Mental Attitude
- Setting SMART Goals for Continuous Improvement
- Stress Management Tips to increase Productivity
- End of Course Review
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