Course Details
Course Outline
5 days course
Principles for Delivering World-Class Customer Service
- Course overview and learning goals.
- How do customers identify good customer service?
- What are the benefits of supplying world-class customer service?
- Breakout session: How to utilize customer service to improve customer satisfaction and loyalty.
- Benchmarking practice: Best and worst ranked customer service firms.
- Building a good first impression: What do your customers see and hear?
- Establishing customer service ‘touch points’ to reinforce the “customer experience”
- The WOW Factor: Going the Extra Mile to enhance customer anticipations.
- Case study: The Nordstrom method to value customer service.
Developing Effective Communication and Interpersonal Skills
- The power of nonverbal communication.
- Practical exercise: The Body Language Quiz.
- Know to utilize body language to create rapport and build affirmative first impression.
- Realizing the four customer temperament Styles.
- Practical exercise: specifying your temperament types.
- Increasing your active listening skills to reinforce communications.
- Practical exercise: active Listening Evaluation.
- Utilize questioning strategies to specify a customer’s anticipations and service needs.
- Identifying your customer’s “preferred learning style”.
- Essentials to successful telephone and voicemail communication.
Principles of Superior Customer Service and Organisational Procedures
- Ask yourself does the ‘customer experience’ stand with your organisation’s vision/mission statement?
- Identifying inner and outer customer expectation.
- The benefits of teamwork and common collaboration.
- Teambuilding and leadership practice.
- Guidelines for customer and organisational privacy.
- Dos and don’ts of written and electronic communication
- Enhancing employees to best serve their customers.
- Case study: Scandinavian Airlines customer service programme
The Importance of Customer Feedback and Service Recovery
- Why is it important to encourage customer claims and feedback?
- Building customer service satisfaction measuring and monitoring standards.
- The art of servicing your customer in the best possible way.
- The supervisor ‘s job in service recovery.
- The art of giving and receiving constructive feedback.
- Negotiating win-win results.
- Running emotions through stressful situations.
- Methods for working with difficult and demanding customers.
- Practical exercise: Service recovery role-play.
Leading the Way to Customer Satisfaction and Continuous Improvement
- Your behaviour makes a change.
- stress-reduction techniques for keeping peak performance.
- The significance of personal progression.
- Setting SMART aims for continuous customer service development.
- Practical exercise: prepare your Action Plan.
- Course review.
