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Achieving Excellence in Customer Service



Achieving customer service excellence is not accomplished by accident, nor is it attained without effort and teamwork. It requires well–trained customer service professionals who have a passion for providing quality service. This dynamic, five-day course emphasizes the professional communication skills and actions that create the foundation for continuous improvement.

In today’s customer-oriented business environment, “people skills” are critical for career advancement and organizational effectiveness. The program emphasizes the importance of providing customer service excellence in a competitive environment, proven strategies for service recovery, and negotiation techniques for dealing with difficult customers in a professional manner.

Conference Objectives:

At the end of this conference the participants will be able to: 

  • Establish the importance of setting and reviewing customer service standards.
  • Develop an understanding of internal and external customer expectations.
  • Communicate more effectively by utilizing active listening and questioning skills.
  • Demonstrate how to deal with difficult customers effectively.
  • Set SMART objectives and goals to increase daily productivity.
  • Utilize stress management techniques to reduce tension.

Targeted Audience:

  • Frontline Customer Service Representatives (CSR)
  • Team Supervisors
  • Department Managers
  • Account Managers
  • Field Service Representatives

Conference Outlines:

Unit 1: Setting the Standards for Customer Service Excellence:

  • The benefits of providing excellent customer service.
  • Breakout session: How to use customer service to promote customer loyalty.
  • Case study: The best and worst customer service providers.
  • The WOW Factor: Going the extra mile…and then some!.
  • The importance of managing internal and external customer expectations.
  • First impressions: What do your customers see and hear?
  • Understanding and working with four customer styles.
  • Practical exercise: What is your individual personality type?

Unit 2: Communicating the Customer Service Message:

  • How well does your organization communicate the importance of customer service?
  • Understanding your customer’s nonverbal communication.
  • Tips for building trust and rapport quickly…face-to-face or on the telephone.
  • What is your preferred learning style?
  • Developing your active listening skills to enhance communications.
  • Use questioning techniques to identify a customer’s expectations and service requirements.
  • Telephone tips to promote a professional image.
  • The dos and don’t of written communication.

Unit 3: Service Recovery: Handling Complaints and Difficult Customers:

  • The importance of customer complaints and why they should be encouraged.
  • Six steps to service recovery.
  • Case Study: Best Practices of Scandinavian Airlines and The Disney Corporation.
  • Strategies to help calm upset customers.
  • Managing emotions during stressful situations.
  • Empower employees to get the job done.
  • Breakout session: Step-by-step process for handling a customer complaint.
  • Role-play exercise: Dealing with upset customers.

Unit 4: Principles of Persuasion:

  • Requesting feedback from customers and colleagues.
  • The art of giving and receiving feedback.
  • Case study: Best practices - Xerox’ Five Pillars of Customer-focused Strategy.
  • Negotiating mutually beneficial outcomes.
  • Words and tones to avoid.
  • The RATER Model: Five dimensions of customer service excellence.
  • Best practices for call handling, documentation, and quality assurance.
  • Measuring and monitoring customer satisfaction.

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: What are your biggest “timewasters” that block productivity?
  • The customer service mission and vision.
  • Setting personal and professional goals.
  • Practical exercise: What is your Action Plan?
  • End of course review and delegate feedback.

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