Achieving Excellence in Customer Service Training Program

Introduction

Achieving customer service excellence requires dedication and teamwork. It demands highly skilled professionals who are passionate about delivering exceptional service. This course focuses on honing participants' professional communication skills and actions, which are essential for continuous improvement.

In today's customer-driven business world, "soft skills" are vital for both personal advancement and organizational growth. This course emphasizes the importance of delivering exceptional customer service in a competitive environment and offers proven strategies for recovering from service failures, as well as negotiation techniques for handling difficult customers.

Upon completing this training program, participants may receive a certificate that reflects their commitment to consistent quality service and mastery of the skills needed to provide outstanding customer care. This certification recognizes individuals' enhanced capabilities in delivering excellent service.

Objectives

By the end of this Customer Service Excellence Course, participants will be able to:

• Establish and periodically review customer service standards.
• Understand the needs and expectations of both internal and external customers.
• Enhance communication by employing effective questioning techniques during conversations.
• Conduct successful negotiations with difficult customers.
• Set daily goals to increase productivity.
• Apply stress-relief methods to reduce anxiety levels among employees.
• Identify factors that drive customer satisfaction and loyalty.
• Describe and model best practices from world-class customer service providers.
• Develop interpersonal competence for effective interactions with various stakeholders.
• Base decisions on satisfying customer needs at every stage.
• Master a positive approach to managing conflicts.

Training Methodology

• Facilitator-led discussions
• Case studies involving real-life scenario analysis
• Role-playing exercises
• Group interactive discussions
• Peer feedback and collaboration meetings
• Video demonstrations with debriefing sessions
• Customer interaction simulations
• Self-assessment and reflection exercises
• Continuous assessment and real-time feedback during the course
• Action planning workshops on goal setting

Course Outline

Unit 1: Setting Standards for Customer Service Excellence

• Advantages of excellent customer service
• Breakout session: Fostering customer loyalty through service
• Case study: The best and worst customer service providers
• The WOW Factor: Going the extra mile and beyond
• Managing internal and external customer expectations
• First impressions: What do your customers see or hear from you?
• Understanding and working with the four consumer styles

Unit 2: Communicating the Customer Service Message

• Is your organization effectively communicating its commitment to good customer service?
• Understanding nonverbal communication cues from clients
• Tips for building instant trust in face-to-face or telephone interactions
• Enhancing listening skills for better communication
• Using questions to determine client needs and expectations
• Tips for professional telephone conversations
• The dos and don'ts of written communication

Unit 3: Service Recovery: Handling Complaints and Difficult Customers

• The importance of encouraging customer complaints
• Six steps for service recovery
• Case study: Best practices from Scandinavian Airlines (SAS) and Walt Disney Corporation
• Tips for calming down angry customers
• Coping mechanisms for stressful situations in the workplace
• Breakout session: Step-by-step process for handling a customer complaint

Unit 4: Principles of Persuasion

• Requesting and receiving feedback from customers and colleagues
• The art of giving and receiving feedback
• Case study: Xerox’s Five Pillars of a Customer-Focused Strategy
• Negotiating mutually beneficial outcomes
• Words and tones to avoid
• RATER Model: The Five Dimensions of Customer Service Excellence
• Best practices for call handling, documentation, and quality assurance

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: Identifying and addressing "time wasters" that hinder productivity
• The customer service mission and vision
• Setting personal and professional goals