The "Achieving Excellence in Customer Service" training course is tailored to equip participants with essential communication and negotiation skills, alongside best practices in customer service, to elevate their organization's performance from good to great. This training course is particularly suited for organizations aiming to enhance their customer focus and work towards achieving the Customer Service Excellence Standard. The training course emphasizes building a culture of customer service excellence, providing participants with strategies to assess and enhance the service they deliver individually and organizationally.
This training course covers critical skills for customer service professionals, including professionalism, effective communication, service recovery techniques, and stress management. By delivering exceptional customer service, organizations can offer a superior experience that compensates for higher prices, thus boosting customer satisfaction and loyalty. Employees who are trained in these areas can help retain customers more efficiently, leading to increased profitability, as retaining loyal customers costs less than acquiring new ones.
At the end of this Achieving Excellence in Customer Service training course, you will learn to:
- Establish and review customer service standards.
- Design a social media plan to enhance customer service support.
- Professionally handle demanding customers.
- Apply time management techniques and set SMART goals to boost productivity.
- Understand both internal and external customer expectations.
Upon completing the Achieving Excellence in Customer Service training course, you will gain:
- A deep understanding of the significance of customer service excellence
- Knowledge of best practices employed by top-tier customer service providers
- Strengthened leadership and communication abilities
- Greater confidence in handling challenging or dissatisfied customers professionally
- The ability to modify your personal style to be more flexible, adaptable, and successful
- Enhanced time management and goal-setting techniques to boost productivity
Training Course Outline
- Enhancing Your Customer Service Communication Skills
- Active Listening and Questioning Skills to Identify a Customer’s Expectations
- Body Language: How to Read Your Customer like a Book
- Working with Aggressive, Expressive, Passive and Analytical Customers
- Building the Foundation for Achieving Customer Service Excellence
- The 7 Customer Service Expectations
- Measuring Internal and External Customer Service Satisfaction
- How to Use Customer Service to Increase Sales?
- Service Recovery: Handling Complaints and Upset Customers
- The Importance of Customer Complaints and Why they should be Encouraged
- Empower Employees to Get the Job Done
- Steps to Follow for Customer Service Recovery
- Principles of Persuasion and Professional Negotiation Strategies
- Cialdini’s Six Principles of Persuasion
- The Art of Giving and Receiving Constructive Feedback
- Strategies for Negotiating Mutually Beneficial Outcomes
- Focusing on Customer Service Excellence and Continuous Improvement
- What is your Action Plan?
- Customer Service takes Teamwork
- Maintaining a Positive Mental Attitude