Providing excellent service means treating each person you come in contact with like a “Guest”. The principle behind customer service excellence is:
Customers have choices of other service providers who offer similar products or services, and your competitors are continually enticing your customers away from you.
In today’s sophisticated market, the quality of products is not on its own sufficient to maintain or expand market share. Improving customer relations is one enduring way of keeping your customers.
Customers are individuals; they need to feel that you care. Every form of customer contact, if well managed, provides an opportunity to build a relationship and develop future business. This course will help participants develop the skills needed to become customer focused and deliver excellent service always. Front-line staff, relationship officers, customer care executives, their supervisors and managers have a crucial influence on the choices customers make and ultimately on the success of the business.
Learning Outcomes
At the end of this training, participants will:
- Recognize the need to acquire skills for building trust and maintaining productive customer relationships
- Identify major barriers to service excellence and clearly identify powerful indispensable strategies for winning and retaining customers
- Acquire skills on how to maintain professionalism under pressure and project the right image
- Develop strategies for handling different types of customers
- Understand how to deploy service recovery efforts
- Learn to take responsibility for complete customer satisfaction
- Be able to build on existing capabilities and re-focus attitudes and skills to proactively meet current and future challenges
- Understand how to enhance complaint-handling skills and understand how to turn the situation around to gain a positive outcome
Course Module
The Fundamentals
- How to Deliver Exceptional Service
- Relationship between customer satisfaction and business success
- Desirable behavior in customer service
Who are your customers?
- Classifying client types and levels of expectation
- What are we going to change or improve?
- How to meet the needs and expectations of different types of customers
Roll Up Your Sleeves
- Continuous Service Improvement Process
- Empathetic Listening Skills
- Building Customer Loyalty and Retention
- Handling Difficult Customer Situation
- Emotional Intelligence
- Moments of Truth Concept
Personal Development is a Must
- Effective Communication Skills for Service Excellence
- First impressions and how to make them
- Telephone essentials & specific vocabulary
- Questioning and building rapport
- The use of ‘verbal attends’ and questioning skills to clarify
- Four POWER points for astonishing influence and impact
Issues/Challenges are Opportunities
- Why complaints are ‘GIFTS’
- Recovery strategies when things go wrong
- The 4 Levels of Service used by all top service providers
- The Five Commandments of Service Superstars – the traits that make superstars!
Contributing to a Customer Service Culture
- Demonstrating leadership in customer service teams
- Measuring customer satisfaction
- Monitoring the team’s development
- How Your job affect other people’s job
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.