Achieving Excellence in Customer Service

Who should attend?

Supervisors, team leaders and frontline customer service staff

Objectives:

At the end of the training programs, participants will have:

• Understood the importance and concepts of customer care and service.

• Recognized basic behavioral patterns of different customer profiles and how to deal with them in a multi-cultural environment.

• Gained critical skills for serving customers and handling their complaints.

• Draw an individual Action Plan for providing superior service to customers.

Program Outline:

• Definition of Concepts

• Customer Service in a Competitive Environment

• The Service Mix – A Group Exercise

• Cost of Bad Service

• Understanding their Personalities

• Tips for Dealing With Different Personalities

• Role Playing Exercises

• Meeting their Needs

• Exceeding their Expectations

• Group Exercise

• The Power of Assertive Behavior

• Treating the Customer as Royalty

• Do and Don’t of Face to Face Contact With the Customers

• The Service Profit Chain

• Different Standards of Service Offered to the Customers

• Practical Exercise

• Empathizing With and Listening to them

• Understanding their Problems

• Suggesting Solutions

• How to Measure Customer Satisfaction

• How to Retain Current Customers

• How to Regain Lost Customers

• Active Listening

• Overcoming Communication Barriers

• Reading Customer’s Body Language

• Understanding Customer Needs

• Tone of articulation

• Conveying a Clear Message

• Asking Questions, Taking Responsibility

• Putting a Customer on Hold

• Transferring a Call

• Managing more than One Customer at a time

• Taking a Message

• Screening Calls, Problem Calls and the Art of Negotiation

• Managing Customer Perception