Customer Service Excellence Course

Course Overview:

This training course focuses on the skills and strategies which are essential for providing superior customer service to the clients.

The trainees will be able to understand how to satisfy the needs of the consumers, resolve conflicts, and incorporate the most efficient methods for addressing essential customer complaints. In this course, participants particularly pay attention to some topics, which are key lessons in the course, namely, creating an effective dialogue, maintaining good interaction with customers, and delivering good services.

It also underlines how crucial and important it is to encourage customer service representatives, streamline and integrate several organizational functions for improved service provision, and employ performance management measures for continued growth. 

This course targets customer service personnel, account managers, and business owners, as it hopes to equip them with knowledge that would help in cultivating a culture of customer satisfaction and stimulating business growth.

Course Objectives:

At the end of the customer Service Excellence Training Course, you will be able to:

• Identify the expectations of the customers
• Deliver quality services in shorter period
• Make customers satisfy with your product or service
• Identify 'best practice' in managing different customer situations, including complaints
• Motivate and maintain morale in front-line customer service staff and teams
• Integrate all aspects of your organization to manage and exceed customer expectations
• Develop, motivate and inspire customer-value staff to deliver high quality consistently
• Handle difficult situations more effectively
• Enhance relationships with your customers and organization
• Find solutions to customer’s problems
• Deal with difficult situations
• Focus on customer service excellence

Who Should Attend?

Customer Service Excellence course is designed for those individuals who have passion for delivering quality services. This course is best suited for the following audience:

• Customer Service Representatives
• Technical and support personnel
• Field Service Representative
• Account Managers
• Credit and Billing Specialists
• Business Owners

Course Outlines:

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 organization.

Gaining a greater Comprehending of your organization’s service delivery

• The bond between customer service and reputation.
• Analyzing 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 behavior 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 organization.
• 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.

see more: Strategies of Customer Service Management Course