Training Service Excellence
INTRODUCTION
Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, "people skills" are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance. This excellence service training course gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.
PROGRAMME OBJECTIVES
- Identify the key concepts in relation to providing customer service excellence
- Review, refine and develop further both the skills and processes required to ensure excellent customer service
- Establish the skills required to identify new or additional sales opportunities
- Practise these skills in a number of customer service situations
WHO SHOULD ATTEND?
- CEOs
- Managers
- Professionals
- Help-desk and End-user Support Professionals
- Anyone who wants to provide an excellent service to his customers
PROGRAM OUTLINE
- Review of customer service standards
- Excellent customer service
- Barriers to excellence – additional support required
- Your customers: Internal and external
- Developing the customer relationship
- Building rapport
- Demonstration empathy
- The Priority Matrix
- Focusing on priorities to achieve objectives
- Revising priorities
- Consideration of impact and benefit
- Mastering the telephone
- Essential communications skills
- Internet Customer Service Skills
- Active listening: Questions, statements and objections
- Additional customer care channels and Internet customer service skills
- Presenting bad news or saying ‘no’ in a positive manner
- Creating a professional image – environment / use of phone / email / messages
- Structuring expectations
- Identifying additional sales opportunities
- Time Management Strategies.Taking control of your time: Time analysis, task identification, task Analysis and time prioritization
- Customer specific scenarios with feedback and coaching
- Stress Management Strategies
- Discussion: What is stress? What causes stress?
- Managing stress (or even eliminating stress)
- Action planning
- Evaluation
- Summary
