Welcome to the world of Customer Service Excellence! In today's dynamic business landscape, the ability to provide exceptional customer service is a defining factor that sets successful organizations apart. This comprehensive course has been meticulously designed to equip you with the skills and knowledge needed to not only meet but exceed customer expectations.
Our primary aim in this program is to empower you with the tools and techniques to create lasting, positive impressions on your customers. Here's a glimpse of what you can expect to achieve:
Course Objectives
Our Customer Service Excellence course is designed to empower participants to:
1. Adopt a Consistent, Professional Style
In the realm of customer service, consistency and professionalism are key. We help you develop a style that reflects these qualities in every customer interaction.
2. Engage and Handle Enquiries Effectively
Learn the art of engaging with customers effectively and handling their inquiries with finesse. Understand the nuances of effective communication that leave a lasting impression.
3. Effective Listening and Responding
Effective communication is a two-way street. Discover the power of active listening, asking the right questions, and summarizing to respond fully to customer requests.
4. Turning Disappointment into Positivity
Transforming customer service disappointments into positive experiences can be a game-changer. We provide practical strategies to do just that.
Who Should Attend?
This course is a must for:
- Managers
- Supervisors
- Executives
- Team Leaders
These professionals, across various vocational operation areas within the organization, will benefit immensely from our program. Additionally, anyone seeking to enhance their customer service and care skills is welcome. Most of our participants are individuals in customer-facing or customer-support roles eager to develop their service skills and behaviors.
Course Duration
Our Customer Service Excellence course spans a period of 5 days, ensuring comprehensive coverage of key topics.
Course Outline
Day One
THE BENEFITS OF EXCELLENT SERVICE
- Focus on Customer Service Success
- Understand How Customer Service Creates Revenue, Healthy Organizations, and Attractive Employee Benefits
- Appreciate How Delivering Excellent Customer Service Reduces Personal Stress at Work
Day Two
PROFESSIONALISM UNDER PRESSURE
- Understand How Emotions Are Created
- Develop Mental Strategies for Remaining Optimistic and Calm Under Pressure
- Use Body Language to Control Emotional State
- Honor Negative Emotions Positively
- Change Emotional State in Three Minutes to Avoid Negative Emotional Carryover
INTERNAL CUSTOMER SERVICE
- Identify Internal and External Customers
- Appreciate That Internal Service Is Just as Important as External Service
- Understand the Two Levels of Customer Service
- Have Influence over Issues That Cannot Easily be Controlled
Day Three
MANAGING CUSTOMER EXPECTATIONS
- Appreciate That Customer Satisfaction Is Based on Perceptions
- Identify Customers' Top Two Expectations
- Recognize That it Saves Time and Reduces Stress by Focusing on the Top Two Expectations of Customers
- Preparation to Handle Customers by Knowing How and Where They Get Their Expectations
Day Four
- MANAGING CUSTOMER EXPECTATIONS BY PERSONALITY STYLE
- Understand Yourself and Your Own Personality Style
- Understand and Identify the Personality Styles of Others
- Avoid Taking Things Personally
- Expand Your Communication Skills to Get Along Easily with More Customers
PERSONALIZED LISTENING SKILLS
- Build on Personal Listening Strengths
- Reduce Personal Listening Liabilities
- Identify Customer's and Personal Listening Styles
- Create Rapport with Customers More Easily to Have More Influence
Day Five
VOCABULARY, TELEPHONE, AND E-MAIL
- Appreciate the Power of Words
- Avoid Creating Negative Impressions with Words
- Use Persuasive Language Patterns
- Stand Out on the Telephone
- Write E-mail Quickly That Customers Will Read and Understand
DEALING WITH DIFFICULT CUSTOMERS
- Recognize and Respond Effectively to Specific Customer Behaviors
- Understand the Physiology of Anger
- Listen to an Angry Customer So That They Calm Down
- Turn an Angry Customer into a Happy Repeat Customer Using a Recovery System
- Remain Calm During Interactions with Angry Customers by Applying Emotional Management ToolsÂ
In today's fast-paced business world, customer service excellence is non-negotiable. The ability to engage with customers, manage their expectations, and handle challenging situations is a skill that sets businesses apart. At IIPD Global, we are committed to equipping you with the tools and knowledge needed to excel in customer service. Join our Customer Service Excellence course and make a significant difference in your organization's success.
