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Achieving Excellence by Providing a Quality Service

Overview:

Introduction:

Achieving customer service excellence is not accomplished by accident, nor is it attained without effort and teamwork. It requires well–trained customer service professionals who have a passion for providing quality service. This program emphasizes the importance of providing customer service excellence in a competitive environment, proven strategies for service recovery, and negotiation techniques for professionally dealing with difficult customers.

Program Objectives:

By the end of this program, participants will be able to:

  • Understand customer service standards and expectations for both internal and external customers.

  • Handle difficult customers, resolve conflicts, and set SMART goals to boost productivity.

  • Apply stress management techniques and identify factors that promote customer retention and loyalty.

  • Use interpersonal skills to improve customer service and develop a customer-focused mindset.

  • Communicate effectively with active listening and questioning, enhancing service quality.

Targeted Audience:

  • Head of Customer Service.

  • Customer Service Supervisors.

  • Customer Service Professionals.

  • Receptionists.

Program Outline:

Unit 1:

Setting The Standards for Customer Service Excellence:

  • The benefits of providing excellent customer service.

  • Breakout session: How to use customer service to promote customer loyalty.

  • 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.

  • Practical exercise: What is your individual personality type?

Unit 2:

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?

  • Develop 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’ts of written communication.

Unit 3:

Service Recovery: Handling Complaints and Difficult Customers:

  • The importance of customer complaints and why they should be encouraged.

  • Six steps to service recovery.

  • Case Study: Best Practices of Scandinavian Airlines and The Disney Corporation.

  • Strategies to help calm upset customers.

  • Managing emotions during stressful situations.

  • Empower employees to get the job done.

  • Breakout session: Step-by-step process for handling a customer complaint.

  • Dealing with upset customers.

Unit 4:

Principles of Persuasion: 

  • Requesting feedback from customers and colleagues.

  • The art of giving and receiving feedback.

  • Case study: Best practices - Xerox’ Five Pillars of Customer-focused Strategy.

  • 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 customer satisfaction.

Unit 5:

Getting the Right Customer Service Attitude:

  • The importance of attitude and teamwork.

  • Focusing on continuous improvement.

  • Stress management tips to increase productivity.

  • Practical exercise: What are your biggest “timewasters” that block productivity?

  • The customer service mission and vision.

  • Setting personal and professional goals.

  • Practical exercise: What is your Action Plan?

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