Exceptional Customer Service

Introduction:

The result of a successful business transaction is a satisfied customer. People do business with people, rather than companies. Everyone provides customer service, to either internal or external customers, and the aim should always be for the customer to be satisfied with the level of customer service experienced.  Customers are significantly more likely to return if they are satisfied with the service they have received.

This 2-day course includes practical workshops and role play sessions so participants will gain both the theory and practical skills in how to make every interaction with customers a positive experience, both the customer and the staff member.

Objectives:

This training course aims to help participants achieve the following objectives:

• An overview of what ‘customer service excellence’ means to your customers
• Understand how Emotional Intelligence can give you a customer service edge
• Identify personal strengths and blind spots, and how they can impact your customers
• Explore reasons for spending more time and effort on valuable customers (no more one-size-fits-all)
• Learn how to make every interaction with customers a positive experience
• Develop listening skills to learn and understand your customers’ needs
• Learn how to motivate and maintain morale in front-line customer service teams
• Identify best practices for managing different types of customers
• Turn customer complaints into opportunities to provide exceptional service
• Learn how to measure how well customer service objectives are being achieved
• Understand how customer service excellence can lead to long & profitable customer relationships
• Understand and identify VAK personality types, and discover your own
• Identify best practices for managing different types of customers
• Build rapport and increase communication effectiveness

Target Audience:

This course will be of benefit to:

• Section Heads & Middle Managers
• Customer Service Team Leaders
• Customer-facing Team Members
• Any Employee Who Deals Directly with Customers

Course Content:

Day 1

A New Perspective in Defining Customer Service

• External vs. internal Customers
• What does ‘Customer Service Excellence’ mean to your internal customers
• Customer Service ethics and respect in the workplace
• Establishing and maintaining a positive attitude
• Responsibility in giving and receiving service in the workplace
• Customers, Customer Service and Service Quality defined
• Customer Service vs. Customer Satisfaction

Building Customer Partnerships

• The Customer Value Chain
• How can you prevent problems with difficult customers?
• Building and managing the customer relationship for continued partnerships
• Creating a climate of positive responsiveness
• Growing and nurturing service champions
• Responding effectively to different customer needs
• The importance of loyal customers and how to build and retain loyalty
• The Loyalty Ladder

 Practical workshops and role play activities to practice implementing the skills covered during the day

Day 2

Understanding and Communicating with Different VAK Personality Types

• What are VAK Personality Types
• Communication skills
• Characteristics of a good listener
• How to communicate with different personality types
• Dealing with challenging customers
• Flexibility for effective communication
• Empathy and interpersonal relationships

Social Intelligence and its effect on Customer Service

• The Iceberg phenomena
• Traditional vs. progressive customer orientation
• Nature and definition of Emotional Intelligence (EI)
• Perception vs. reality
• Emotional Literacy- “Understanding How My Feelings Affect My Customer”
• Social intelligence and interpersonal communication
• Assertiveness vs. aggressiveness
• Understanding emotional hijacking
• Managing emotional triggers and its effect on internal customer relations
• Elements and dimensions of quality service
• Customers and expectations
• Delivering what we promise and more
• Understanding the needs, wants and expectations of customers
• Importance of being aware of all the products/services your company offers
• Types of customers

Practical workshops and role play activities to practice implementing the skills covered during the day