Course Details
Course Outline
5 days course
The world of customer service excellence
- Excellence in customer service and what it resembles.
- Distinguishing how excellence in front-line customer service is delivered and controlled.
- Evaluating the quality of the service that you offer.
- Concepts of customer care and the customer decision procedure.
- Models for managing customer care.
- The psychology of customer care – an outline.
- Managing criticism, controlling anger and aggression.
- Comprehending what your customers say about you and your organisation.
Gaining a greater Comprehending of your organisation’s service delivery
- The bond between customer service and reputation.
- Analysing the proof for investing in excellent customer service.
- Comprehending Porters Value Chain – how do you create value for your customers.
- Who are your internal suppliers and customers?
- What are the systems that help you all to deliver excellence to the customer?
- Building lasting rapport with your customers – internal and external.
- Creating a lasting first impression.
Communication masterclass
- Accomplishing perfect communication.
- Powerful listening and addressing techniques to understand what customers need.
- Typical customer behaviour patterns
- Body language secrets that show how others are thinking and answering to you.
- Lenses or filters to communication.
- Communications Types.
- Using perceptual positions to understand your customers’ ideas.
- implement communication channels to increase engagement.
Managing the delivery of customer service excellence
- Delivering a cutting-edge customer experience.
- Building up a customer strategy – planning for an interactive business relationship.
- Change management of processes, metrics, incentives and skills to deliver the customer experience.
- Benchmarking to accomplish competitive differentiation.
- Setting up internal information supply streams that flow through and around the organisation.
- Knowledge management as a customer service tool.
- Using a performance management structure.
- Coaching – a tool for self and others.
- Influencing exercises.
Action planning to achieve customer service excellence
- Building up a plan to deliver excellence.
- Introducing your plan to top-tier management.
- Assertiveness and what it means.
- Handling difficult people in an assertive way.
- Keeping up high standards of customer service.
- Reviewing the service that you offer and reacting accordingly.
- Embracing change for the benefit of all.
- Personal development planning.
