Exceptional Customer Services

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. Learn how to make every interaction with customers a positive experience, for you and for them.

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 impact your customers
• Explore reasons for spending more 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
• 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
• Identify VAK personality types and discover your own
• Identify best practices for managing different types of customers
• Build rapport and increase communication effectiveness
• Develop listening skills to learn and understand your internal customer’s needs

Course Content:

New Perspective in Defining Customer Service

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

Social Intelligence and its effect on CS

• The Iceberg Phenomena
• Traditional vs. Progressive Customer Orientation
• Nature and Definition of Emotional Intelligence
• Perception vs. Reality among Customers
• 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 Needs, Wants and Expectations of Customers
• Becoming Aware of all the Products/Services You Offer

Mastering Communication with Different VAK Personality Types

• Communication Skills
• Characteristics of a Good Listener
• What are VAK Personality Types
• How to communicate with different personality types
• Empathy and inter-personal relationships

Building Internal Customer Partnerships

• The Customer Value Chain
• How can you Prevent Problems with Difficult Customers?
• Customer Relationship Management for Continued Partnerships
• Responding effectively to different customer needs