Service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, “people skills” are critical for personal and organizational success. How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance. This training seminar on providing good customer service gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer service excellence.
It must also be noted that when customers have a problem with something, they tell someone about it. They complain about companies that have overcharged them, provided poor service or who have rude employees. In fact, research shows that people who have a problem are likely to tell eight to ten people about it. However, fewer than one in twenty people who have a complaint will formally complain to the company itself.
Top-tier organizations welcome complaints because complaints are customers’ feedback which can be used to improve service performance or reduce cost, thus improving the bottom line. They make it easy for customers to raise objections, even encourage criticisms, and then they bend over backwards to set things right and make changes so that both current and future customers do not experience similar problems. This learning programme will provide participants with requisite tools needed to help them see criticisms first as opportunities for growth and then acquire skills required to win more customers by providing creative solutions.
Course Module
Critical Underpinnings of Service Excellence
- Customer Service
- Customer Services in a Competitive Environment
- Establishing Winning Relationships
Providing Quality Service
- Customer Requirements for Quality
- Components and Gaps of Quality Service
- The Best-Practice Model and Service Quality Indicators
- Levels of Service Offered to your Customers
Managing Your Customers Effectively
- Managing Customer Expectations
- Strategies and Actions to Delight Your Customers
- Professional Behaviour with the Customer
- Treating Customer as Royalty
- Strategies for Service Delivery
Loyalty and Retainership
- Measuring Customer Satisfaction
- Retaining Current Customers
- Recovering Lost Customers
- Attracting New Customers
Personal Improvement Process
- Effective Communication Skills for Service Excellence
- Improving your People Skills
- Emotional Intelligence
- Questioning and building rapport
Complaint Handling System
- Common causes of Customers’ Frustration
- Develop a fixed structure for resolving complaints
- Documenting complaints
- Providing alternatives
- Investigating further
- Providing creative solutions
- Controlling and monitoring the system
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.