About Course
The aim of this course is to;
• Highlight the importance of customer service standards and their impact on a customer’s experience.
• Help you and/or your team think in a customer-centric way.
• Explain customer service language and its importance in communicating with customers.
• Prepare you and/ or your group to handle demanding customers and difficult situations.
• Offer suggestions for managing service-related stress.
What Will You Learn?
- Describe exceptional customer service.
- Identify the benefits of great customer service.
- Recognize barriers to the delivery of outstanding customer service.
- Adapt to specific customer behavior styles.
- Demonstrate how to measure customer-satisfaction levels and take corrective action if needed.
- Use techniques for dealing with angry or upset customers.
- Develop a personal action plan to improve customer-service skills.
Course Content
What is Customer Service?
What is Customer Service?
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Cost of losing a customer
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Customer attributes
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Importance of customer service
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Understanding customer satisfaction
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Five needs of every customer
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Internal and external customers
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Excellent customer service
Challenges of Customer Service
Challenges of Customer Service
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Barriers to excellent customer service
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Power of perceptions
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Elements of success
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Current status of customer service
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New trends in customer service
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Ethics in customer service
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Importance of values
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Keys to credibility
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Techniques for exceeding customer expectations
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Reputation management
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Scope of influence
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Levels of expectations
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Understanding expectations
Problem Solving
Problem Solving
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Professional approaches to apologising and conveying bad news
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Importance of follow up
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Barriers to problem solving and decision making
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Development of negotiation skills
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Problem solving strategies
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Problem solving process
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Confronting conflict
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Problems as opportunities
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Creativity and problem solving
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Role of problem solving in customer service
Strategy and Formulating a Plan for Success
Strategy and Formulating a Plan for Success
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Developing a strategy
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Segmenting the market
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Consumption behaviour
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High touch and low touch customers
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Culture
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Importance of infrastructure
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Planning
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Why a strategy?
Empowerment
Empowerment
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What is empowerment?
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Design of systems
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Importance of mission and purpose statement
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Why co-production works
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Co-production of customer service
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Steps to empowering customer service providers
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Empowerment = opportunity
Communications in Customer Service
Communications in Customer Service
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Listening
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Building customer intelligence
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Communication and technology
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Appeal to the senses
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Power of eye contact
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Power phrases
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Words to use/avoid
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Telephones and customer service
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Voice inflection as a customer service tool
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Methods of communication
Coping with Challenging Customers
Coping with Challenging Customers
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Respect
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Characteristics of challenging customers
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Creating challenging customers
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Benefits from dealing with challenging customers
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What to do when you are wrong
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Responsibility check
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Empathy
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Why they are challenging
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Who are challenging customers?
Motivation
Motivation
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Understanding morale
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Self-concept and motivation
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Improving self-concept
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Power of self motivation
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Teamwork
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Motivating others
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Motivating factors
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Needs and wants
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What is motivation?
Leadership in Customer Service
Leadership in Customer Service
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The boss as a customer
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Leadership defined
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Knowing yourself
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Formal and informal leaders
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Coach or counsellor
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Characteristics of excellent leaders
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Leadership and goals
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Creating a customer service culture
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Benefit of job aids
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Leadership without position
Customer Retention and Measurement of Satisfaction
Customer Retention and Measurement of Satisfaction
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Evaluating your own performance
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Surveys and reality
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Business benefits from measuring satisfaction
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Business benefits from measuring satisfaction
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Determining your effectiveness
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Benefits of measuring your effectiveness
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Sources of information
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Measurement of satisfaction
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Developing and improving the customer retention programme
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Churn
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Value of existing customers
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What is customer retention?
Technology and Customer Service
Technology and Customer Service
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The customer of the twenty-first century
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Today’s changing marketplace
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Embracing new technologies
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Call centres
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The internet
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Enhancing service experiences and building customer loyalty
Excellence in Customer Service
Excellence in Customer Service
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Excellence as the goal
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Getting started
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Rewards of excellent customer service