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Achieving customer service excellence & quality is not accomplished by accident, nor is it attained without effort and teamwork. It requires well–trained customer service professionals who have a passion for providing quality service. This dynamic course emphasizes the professional communication skills and actions that create the foundation for continuous improvement. In today’s customer-oriented business environment, people skills are critical for career advancement and organizational effectiveness. The course places emphasis on the importance of providing customer service excellence in a competitive environment, proven strategies for service recovery and negotiation techniques for dealing with difficult customers in a professional manner. The candidates will be more able to:

• Identify key components that promote customer retention and loyalty
• Describe the practices of a world-class customer service provider and model their own performance on those practices
• Utilize interpersonal skills as vital tools in the provision of customer service
• Develop a customer-focused mindset for continuous improvement
• Improved conflict resolution skills

By the end of this course delegates will be able to:

· Establish the importance of setting and reviewing customer service standards

· Develop an understanding of internal and external customer expectations

· Communicate more effectively by utilizing active listening and questioning skills

· Demonstrate how to deal with difficult customers effectively

· Set SMART objectives and goals to increase daily productivity

· Utilize stress management techniques to reduce tension

Customer Service Professionals, Managers, Public Relations Officers, Practitioners & Personnel, Quality Management Personnel, Customer Analysts, HR Professionals who have communications roles, Customer Service Representatives & Professionals, Team Leaders & Supervisors, Administrators, HR & Training Professionals,  Accounts Personnel, Sales & Marketing Professionals, Marketing Managers or Directors, Sales Managers or Directors, Sales Trainers, Salespeople, Communication Specialists, Brand Managers, Frontline & Reception Staff, Customer Service Representatives (CSR), Personnel responsible for building and sustaining their company’s reputation for customer service excellence, anyone who provides services, products or information to internal, or external customers

Setting the Standards for Customer Service Excellence

· The benefits of providing excellent customer service

· The WOW Factor

· The importance of managing internal and external customer expectations

· First impressions: What do your customers see and hear?

· Understanding and working with the four customer styles

Communicating the Customer Service Message

· How well does your organization communicate the importance of customer service?

· Understanding your customer’s nonverbal communication

· Tips for building trust and rapport quickly: face-to-face or on the telephone

· What is your preferred learning style?

· Developing your active listening skills to enhance communications

· Use questioning techniques to identify a customer’s expectations and service requirements

· Telephone tips to promote a professional image

· The dos and don’ts of written communication

Service Recovery: Handling Complaints & Difficult Customers

· The importance of customer complaints and why they should be encouraged

· Six steps to service recovery

· Strategies to help calm upset customers

· Managing emotions during stressful situations

· Empower employees to get the job done

Principles of Persuasion

· Requesting feedback from customers and colleagues

· The art of giving and receiving feedback

· Negotiating mutually beneficial outcomes

· Words and tones to avoid

· The RATER Model: Five dimensions of customer service excellence

· Best practices for call handling, documentation and quality assurance

· Measuring and monitoring for customer satisfaction

Getting the Right Customer Service Attitude

· The importance of attitude and teamwork

· Focusing on continuous improvement

· Stress management tips to increase productivity

· The customer service mission and vision

· Setting personal and professional goals