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Achieving customer service requires well–trained and motivated customer service professionals who have a passion for providing quality service. It gives an organisation a competitive advantage in the marketplace and keeps customers coming back.

This course is for people who have a desire to enhance their customer service, communication, conflict resolution, and negotiation skill.

Day One:

Fundamentals of World-Class Customer Service Management

• The benefits of providing world-class customer service
• Identifying internal and external customer expectations
• How to use customer service to increase sales and customer satisfaction
• The WOW Factor: Going the Extra Mile to exceed customer expectations

Day Two:

Effective Communication and People Skills Development

• What Is Effective Communication? Skills for Work, School, and Life
• Important Communication Skills and How to Improve Them
• Managing the four customer personality types
• Keys to effective telephone and voice mail communication

Day Three:

Leading the Way to Customer Service Excellence

• The benefits of teamwork and mutual cooperation
• Team building and leadership exercise
• The most admired leadership traits
• Motivating employees to improve performance

Day Four:

Measuring and Monitoring Customer Service Satisfaction

• How to Measure Customer Satisfaction: Ways & Best Practices
• The art of giving and receiving constructive feedback
• Negotiating win-win outcomes
• Managing emotions during stressful situations
• Service recovery strategies for working with difficult customers

Day Five:

Action Planning for Improving Customer Service Management

• What is your Action Plan?
• Your attitude makes a difference
• Stress management tips for maintaining peak performance
• Time management strategies to maximize daily productivity
• Setting SMART goals for continuous customer service improvement