Customer Service Excellence: Delivering Quality Service

Introduction

Customer service excellence is not achieved by accident or without effort; it is the result of hard work and collaboration. It requires well-trained professionals who are genuinely passionate about delivering quality service. A well-structured customer service training program is crucial in the journey toward achieving this excellence.

In today’s customer-focused business environment, "people skills" are essential for both career advancement and organizational success. Companies must deliver outstanding customer service to remain competitive, develop strategies to handle challenging customers, and train employees in effective negotiation techniques.

Objectives

By completing this course on Customer Service Excellence, participants will:

• Recognize the significance of establishing and regularly reviewing customer service standards.
• Appreciate the needs of both internal and external customers.
• Improve communication through active listening and effective questioning techniques.
• Manage interactions with difficult customers effectively.
• Set SMART objectives and goals to enhance daily productivity.
• Apply stress management techniques to alleviate tension.
• Identify key factors driving customer retention and loyalty.
• Describe the practices of top-tier providers and model their performance accordingly.
• Use interpersonal skills as essential tools for providing exceptional customer service.
• Develop a client-focused mindset for continuous satisfaction.
• Strengthen conflict resolution skills.

Training Methodology

• Lecturer-led presentations
• Role-playing exercises
• Case studies and real-life scenario analysis
• Group discussions and peer feedback sessions
• Interactive workshops
• Video demonstrations with analysis
• Customer interaction simulations
• Self-assessment and reflection activities
• Collaborative problem-solving exercises
• Continuous assessment and feedback loops
• Action planning and goal setting

Course Outline

Unit 1: Setting the Standards for Customer Service Excellence

• The advantages of quality customer service
• Breakout session: Using customer service to develop customer loyalty
• Case study: The good, the bad, and the ugly in customer service
• Going the extra mile and beyond
• The importance of managing internal and external customer expectations
• First impressions: What do your customers see and hear?
• Understanding and working with the four styles of customers
• Exercise: What kind of person am I?

Unit 2: Communicating the Customer Service Message

• Does your organization effectively communicate the importance of client service?
• Understanding non-verbal communication from customers
• Quick tips for developing trust in phone or face-to-face interactions
• Understanding your preferred learning style
• Enhancing active listening skills
• Using questioning techniques to establish client expectations and needs
• Phone etiquette to maintain a professional image
• Writing dos and don’ts

Unit 3: Service Recovery – Handling Complaints & Difficult Customers

• The importance of customer complaints and why they should be encouraged
• Six steps toward successful service recovery
• Case study: Best practices from Scandinavian Airlines & The Disney Corporation
• Techniques to help calm unhappy customers
• Managing emotions in stressful situations
• Empowering employees to take action without interference
• Breakout session: Handling a customer complaint
• Dealing with angry customers

Unit 4: The Science of Persuasion

• Asking for feedback from clients and coworkers
• The art of critique and response
• Case study: Best practices - Xerox’s five pillars of a customer-focused strategy
• Negotiating for mutually beneficial results
• Effective closing words and intonation
• RATER model: Five dimensions of service excellence
• Best practices in call handling, documentation, and quality assurance
• Measuring customer satisfaction rates

Unit 5: The Right Attitude Toward Customer Service

• The importance of attitude and teamwork
• Focusing on continuous improvement
• Stress management techniques to boost productivity
• Practical exercise: Identifying "time wasters" that impede productivity
• Aligning company vision and mission with customer service enhancement
• Setting personal and professional objectives that align with employee goals
• Action planning for improvement