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?