Achieving Excellence in Customer Service

Objectives

• 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

Outline

Setting the Standards for Customer Service Excellence :-
• The benefits of providing excellent customer service
• The WOW Factor: Going the extra mile…and then some!
• 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’t of written communication

Service Recovery: Handling Complaints and 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

Who Should Attend ?

Frontline Customer Service Representatives (CSR)
Team Supervisors
Department Managers
Account Managers
Field Service Representatives