Description
What to Learn
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
