Learning Outcomes
At the end of this workshop, participants will learn to:
- Establish the importance of setting and reviewing customer service standards
- Use body language to build trust and rapport face-to-face or over the phone
- Communicate more effectively by utilizing active listening and questioning skills
- Demonstrate how to deal with difficult or demanding customers in a professional manner
- Set Goals to become more productive
- Utilize stress management techniques to increase job satisfaction
Course Module
Responding to the Customer
- What do your customers expect?
- Serving Internal and External Customers
- Active Listening and Questioning Skills
- How to Read your Customer’s Body Language
- Understanding the Four Customer Types
Top-Down Customer-Centric Culture
- Creating a Customer Service Vision and Strategy
- Steps for Implementing a Customer-centric Service Model
- The Best and Worst Customer Service Providers
- Most Admired Leadership Traits
- Examples of World-class Customer Service Organizations
The Extra Miler Approach to Customer Service
- The Power of a Positive Attitude
- Is your team ready for takeoff?
- Presenting a Professional Appearance
- How to Use Customer Service to Increase Sales and Brand Loyalty
- Brainstorming for Ideas to improve the “customer experience”
Measuring and Monitoring Customer Satisfaction
- Why is measuring customer satisfaction important?
- Customer Service Satisfaction Measuring and Monitoring
- Techniques for Giving and Receiving Feedback
- Best Practices for Processing Customer Service Issues
- Service Recovery Strategies to Maintain Customer Loyalty
- The Impact of Social Media on Customer Service
The Superior Customer Service!
- Setting Goals for Continuous Improvement
- Building Employee and Team Motivation
- Coaching and Mentoring Team Members
- Stress Management Tips and Techniques
- What is your Action Plan?
Who Should Attend
Executives who are, or will be involved in Relationship Management for their organizations; including Customer Care Executives, Business Development Executives, Relationship Officers, Client Service Executives
Training Delivery Techniques
For learning to be more impactful and effective, we adopt a seamless combination of Lectures, Group Discussions, Case Studies, Individual/Group Exercises, Videos and Role Play. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and this will aid attendees to apply the knowledge gained both at work and personally.
