CUSTOMER SERVICE EXCELLENCE
Customers are the lifeblood of any business. Excellent customer service is a vital ingredient in the health and growth of most organizations. But, excellent customer service is no accident! Employees must have specific attitudes and skills for dealing with customers in a way that builds customer loyalty. Helping your employees to develop the techniques necessary for excellent customer service is one of the most productive ways to enhance customer relations and to increase sales.
What will the program help you to do?
- Define excellence in customer service.
- Identify aspects of customer-focused organizations and individuals.
- Recognize exemplary practices in serving customers.
- Practice customer-focused behaviors.
- Employ active listening techniques to determine customer needs.
- Handle difficult customer situations in a positive manner.
Through interactive exercises, small group discussion, role play activities and case situation analysis, our customer service programs will help you and your team to exceed customer expectations, retaining them for the long-term. Programs include:
Defining Excellence
- Exploring the concept of excellence in customer service
Understanding Customer Focus
- Examining the five-star approach of customer-focused organizations
- Examining the five-star approach of customer-focused individuals
- Reviewing exemplary practices in customer service
Serving Internal Customers
- Understanding what’s required from the team
- Engaging in practices that promote internal customer service
- Determining team actions
Delivering Excellent Customer Service
- Reviewing what “best practices” have taught us
- Exploring a customer service model
- Making the customer feel really important … from the start
- Managing effective in-person customer contacts
- Managing effective telephone contacts
- Improving voice quality
Resolving Customer Service Issues
- Asking the right kinds of questions
- Responding positively
Handling Difficult Customers and Complaints
- Reviewing the steps for handling difficult customers
- Handling complaints effectively
- Practicing skills for handling difficult customers
Applying Customer Service Skills -Wrap up and action planning |
