Concept
This course equips you with the skills to deliver consistent service excellence at every customer 'touch point'. It will also enable you to handle difficult situations and achieve increased customer satisfaction and loyalty.
Companies that offer differentiated, reliable and customer-friendly service have a distinct competitive advantage. Because customers have become more demanding, no longer do they choose speed, quality or price - they now expect all three.
This course focuses on the key actions required to achieve real excellence in customer service. The key to customer handling is practice, so you will be encouraged to use real life examples from your place of work to see how you can improve the quality of customer service you provide.
You will also take away guidance notes and templates to use, to help you assess your behaviour when working with your customers.
For whom
If you already have some experience within a customer service role, either with internal or external customers, and are looking to develop your skills further, then this course is for you.
The focus is on how to deliver a consistent quality service by changing the way you think about customer service and changing your behavior to match the situation.
Objectives
By the end of this course you will be able to:
State your role in achieving a differentiated branded customer experience.
Shape and deliver your customers’ expectations.
Identify the relationship between effective communication and customer loyalty.
Handle customer complaints and objections successfully, using new tools, tips and techniques.
Maintain a positive, customer-focused attitude, even in challenging situations.
Deliver consistent service excellence at every customer 'touch point'.
Program
What is a Differentiated Customer Experience?
Internal and external customer service, and customer service teams
Your impact on the customer experience
Projecting a 'brand' image
Meeting Customer Expectations
Understanding customers' needs and expectations
Why do customers complain?
Barriers to effective communication
Communicating Positively with Customers
The impact of poor listening and questioning
Using information effectively
Giving 'bad news' and saying 'no' constructively
Turning Complaints Into Opportunities
Defusing a difficult situation
Demonstrating empathy - exploring options and alternatives
Balanced behavior responses
Ensuring Consistent Quality Service
Acting on feedback from customers
How to influence customer loyalty
Improving the brand experience
