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Customer Service Excellence Training
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Objective Of This Programme
After
the training, participants will have:
- Understood
why excellent quality of service is essential for your business.
- Acquired
a thorough knowledge of building the foundation to customer
satisfaction.
- Acquired
a whole new perspective of Service Excellence.
- Acquired
the right mindset for dealing with customers.
- Identified
the barriers & common mistakes in Customer Service.
- Understood
the importance of working together with colleagues as a
team to provide exceptional customer service.
- Learnt
to Create a highly motivated service team by developing
a pleasant & dynamic personality.
Course
Contents
Developing The Service Mindset
-
Service Excellence -what it means
-
Identifying internal & external customers
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Importance of teamwork & co-operation in service
-
Cost of losing customers
-
Keeping an edge in the market
Meeting & Exceeding Customer Expectat
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- Customer
satisfaction - definition
- Understanding
customer’s wants & needs
- Active
listening - developing listening/questioning/ answering
skills
- Influencing
customer behaviour
- Importance
of a personalised service
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Handling
Difficult Customers
- The
challenge
- How
to deal with various ‘difficult’ customers
- Moving
from ‘follow-the-rules’ to using judgement
- Ways
to get repeat business from satisfied customers
- Follow-ups
Dynamic
Customer Service
- Your
personal outlook / image / Grooming
- How
your self-esteem affects your sale / service
- Developing
right mental attitude to be a customer driven professional
- Effective
communication
Telephone
Techniques
- Basic
telephone skills
- Providing
accurate information over the phone
- Taking
messages for your colleagues - how it affects your service
Selling
Skills
- Sales
approaches & strategies
- Understanding
your stress level
- Understanding
the customer’s stress level
- Understanding
the breakdown of the sales process
- Identifying
the level of sales aptitude within customer service
Barriers
In Customer Service
- Barriers
& problems
- Common
mistakes
- Emphatic
understanding
- Overcoming
the barriers
Telephone
Techniques
- Basic
telephone skills
- Providing
accurate information over the phone
- Taking
messages for your colleagues - how it affects
your service
Selling
Skills
- Sales
approaches & strategies
- Understanding
your stress level
- Understanding
the customer’s stress level
- Understanding
the breakdown of the sales process
- Identifying
the level of sales aptitude within customer service
Barriers
In Customer Service
- Barriers
& problems
- Common
mistakes
- Emphatic
understanding
- Overcoming
the barriers
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