Advanced Management in Customer Service

Introduction

Presently, consumers have more choices than ever when deciding where to get their goods and services. The internet has transformed the way people shop, enabling them to research, purchase, and review goods and services from the comfort of their homes or offices. As a result, customer expectations have risen significantly.

Today, customers expect their suppliers to provide consistent, professional, and effective service. This advanced customer service management program is highly interactive and engaging. It will help you develop lasting rapport with your customers by building respect and mutual understanding.

By successfully completing this advanced customer service management course, recognizing their enhanced proficiency in advanced customer service practices and their commitment to achieving excellence in service delivery.

As we embark on this advanced customer service management training, we aim to equip managers with the most up-to-date tools and techniques to create a culture of excellence that not only meets but exceeds client expectations. This training highlights the critical importance of advanced customer service in today’s competitive business environment.

Objectives

After completing this course, participants will be able to:

• Build long-lasting and meaningful relationships with customers.
• Utilize powerful behavioral tools to gain a competitive advantage in any market.
• Gain a deeper understanding of customer needs and how to effectively satisfy them.
• Explore the basics of Neuro-Linguistic Programming (NLP) and Emotional Intelligence for customer service management.
• Influence ethically and communicate clearly.
• Develop simple communication models between their organization and its customers.
• Customize services to meet individual client needs.
• Maintain long-term relationships between the organization and its customers.

Training Methodology

• Interactive workshops and group discussions
• Analyzing case studies and real-world scenarios
• Tutorial videos
• Peer feedback
• Ongoing quizzes
• Mentoring sessions
• Team problem-solving tasks
• Self-assessment activities
• Implementation of action plans with reflections

Course Outline

Unit 1: The World of Customer Service Excellence

• What is customer service?
• Understanding identified excellent front-line customer services
• What do you offer in terms of products and services?
• Understanding the role of NLP and Emotional Intelligence in customer service
• What do your customers say about you and your organization?
• What would you like your customers to say?
• Customer service myths and legends explained

Unit 2: Gaining a Greater Understanding of Your Company

• From judgments to behavioral flexibility
• Understanding behavioral traits and how to recognize them
• Matching behavior to others'
• Building lasting rapport
• Becoming more aware of signals others send and sharpening your senses
• Creating greater trust and commitment among peers and clients
• Viewing another person’s perspective to better comprehend their experiences or motivations
• Understanding body language signals and non-verbal cues

Unit 3: Communication Masterclass

• What is crystal clear communication?
• Powerful listening and questioning techniques for communication excellence
• Understanding thought patterns and communication filters
• Using metaphors and models in communication
• Utilizing perceptual positions to understand customers' perspectives
• Logical levels of change
• Creating climates of trust
• Creating well-formed outcomes
• Communication skills exercises

Unit 4: Influencing with Integrity

• The role of value sets in modern businesses
• Influencing those who influence others and high achievers
• Understanding the importance of matching others’ language patterns
• The meaning of mirroring and pacing
• Internal vs. external reference points
• Coaching as a tool for self-improvement and helping others
• Influence exercises

Unit 5: Conflict and Challenge

• Understanding assertiveness
• Dealing assertively with difficult people
• Handling demanding clients while maintaining high customer service standards
• Reviewing the quality of customer service and making appropriate changes
• Embracing change that benefits all parties involved
• Personal planning: understanding how to deal with your customers