Advanced Customer Service Skills for Business Excellence

Introduction

Achieving world-class customer service does not occur by chance but rather through the concerted efforts of competent customer service providers and effective teamwork. This advanced customer service training equips participants with the requisite skills and confidence necessary to elevate customer relationships and drive excellence in their organizations. The program goes beyond basic customer care skills, focusing on advanced techniques to create a strong foundation for exceptional service. It serves as a follow-up for those who have completed an introductory course and offers comprehensive training for individuals aiming to excel in customer service, setting the stage for outstanding performance.

Objectives

By the end of this course in Customer Service Management, participants should be able to:

• Define best practices of leading customer service organizations.
• Nurture a culture of continuous improvement focused on customers’ needs.
• Identify factors that enhance retention and loyalty among customers.
• Appraise established benchmarks against which customer service quality may be measured.
• Data mining for effective indoor-outdoor consumers’ requirements identification.
• Evaluate your tone during phone conversations or when leaving voicemail messages.
• Improve relationships by listening actively and asking questions appropriately.
• Understand the importance of clear written communication and the opportunities and limits of electronic communication; write emails effectively.
• Apply customer service coaching techniques to manage conflict and stress.

Training Approach

• Workshops that are based on interactions and group discussions.
• Use case scenarios and actual situations.
• Role-playing to practice client interactions.
• Learning through videos, especially for visual learners.
• Peer-to-peer learning and feedback.
• Regular quizzes and tests to assess understanding.
• One-on-one guidance sessions and coaching units.
• Collaborative problem-solving activities.
• Exercises for self-evaluation and reflection.

Course Outline

Unit 1 – Fundamentals of World-Class Customer Service Delivery

• Quality customer service in perspective.
• Benefits of excellent customer service delivery.
• Breakout session: Enhancing customer satisfaction and loyalty through customer service leverage.
• Benchmarking world-class customer service providers.
• Meaningful first impressions.
• Creating customer touchpoints for better service experiences.
• Going beyond the extra mile to WOW customers.

Unit 2 – Communication and Interpersonal Skills Development for Increasing Efficiency at the Workplace

• The significance of body language in communication.
• Practical example: Body Language Quiz.
• Building relationships through good posture.
• Understanding your customers’ temperaments.
• Example: What kind of personality am I?
• Listening actively to enhance communication.
• Example: Active Listening Evaluation.
• The right way to question customers to understand their true needs.
• Understanding your customer’s preferred learning style.
• Mastering effective telephone communication techniques and voicemail skills.

Unit 3 – Essentials of Superior Customer Service and Organizational Policies and Procedures

• Customer experience alignment with organizational mission/vision.
• Internal vs. external client expectations.
• The value of teamwork and cooperation.
• Team-building and leadership: Why teamwork is important in customer service?
• Maintaining customer and organizational confidentiality.
• Do’s and don’ts of written electronic communication.
• Empowering employees to excel in customer service.

Unit 4 – The Significance of Customer Feedback and Service Recovery

• Dealing with customer complaints and feedback.
• Measuring customer satisfaction within the organization.
• Best practices for managing customer service issues.
• The role of supervisors in service recovery training.
• Tips for giving constructive criticism.
• Negotiating win-win outcomes.
• Coping with emotions during difficult interactions with customers.

Unit 5 – Pioneering Consumer Contentment & Continuous Enhancements

• The power of a positive attitude.
• Coping strategies for better performance under pressure.
• The importance of self-development.
• Setting S.M.A.R.T. goals to enhance customer service continuously.
• Exercise: My Action Plan for Excellence in Customer Service.