Award in Customer Service

Overview:

Introduction:

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. Providing customer service excellence gives an organization a competitive advantage in the marketplace and is the key factor that keeps customers coming back. Delegates will learn best practices of world-class customer service providers to develop a customer-focused mindset for continuous improvement.

In today’s customer-oriented business environment, interpersonal skills are a critical component for promoting customer satisfaction and organizational success. Providing world-class customer service requires a unique combination of effective communication strategies, persuasion techniques, and conflict resolution skills. This highly-interactive customer service training course gives delegates the tools, resources, and confidence they need to enhance customer relationships and promote customer service excellence within their organization.

Course Objectives:

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

• Describe the best practices of a world-class customer service provider.
• Develop a customer-focused mindset for continuous improvement.
• Identify key components that promote customer retention and loyalty.
• Measure customer service standards.
• Develop an understanding of internal and external customer expectations.
• Use the phone more effectively and leave professional voicemail messages.
• Communicate more effectively by utilizing active listening and questioning skills.
• Successfully apply the principles of persuasion to key negotiation situations.
• Give and receive feedback in a constructive manner.
• Understand the importance of written and electronic communication.
• Use nonverbal communication to make a positive first impression and build rapport quickly.
• Set SMART goals to increase productivity.
• Understand the importance of customer and organizational confidentiality.
• Utilize stress management techniques to increase job satisfaction.
• Use conflict resolution skills to work with difficult or demanding customers in a professional manner.
• Manage their emotions during stressful situations.
• Appreciate the importance of teamwork and maintaining a positive attitude.

Targeted Audience:

• Managers among all managerial levels
• Supervisors
• Team leaders
• Also, the course is suitable for all the staff among all levels or departments

Course Outlines:

Unit 1: Principles for Delivering World-Class Customer Service:

• Course overview and learning objectives.
• How do customers define quality customer service?
• What are the benefits of providing world-class customer service?
• Breakout session: How to use customer service to increase customer satisfaction and loyalty.
• Benchmarking exercise: Best and worst rated customer service companies.
• Creating a positive first impression: What do your customers see and hear?.
• Creating customer service ‘touchpoints’ to enhance the “customer experience”
• The WOW Factor: Going the Extra Mile to exceed customer expectations.
• Case study: The Nordstrom approach to quality customer service.

Unit 2: Developing Effective Communication and Interpersonal Skills:

• The power of nonverbal communication.
• Practical exercise: The Body Language Quiz.
• How to use body language to build rapport and create a favorable first impression.
• Understanding the four customer temperament styles.
• Practical exercise: Determining your temperament style.
• Developing your active listening skills to enhance communications.
• Practical exercise: Active Listening Evaluation.
• Use questioning techniques to identify a customer’s expectations and service requirements.
• Determining your customer’s “preferred learning style”.
• Keys to effective telephone and voicemail communication.

Unit 3: Principles of Superior Customer Service and Organisational Procedures:

• Does the 'customer experience' align with your organization’s vision/mission statement?
• Identifying internal and external customer expectations.
• The benefits of teamwork and mutual cooperation.
• Teambuilding and leadership exercise.
• Guidelines for customer and organizational confidentiality.
• Dos and don’ts of written and electronic communication.
• Empowering employees to better serve their customers.
• Case study: Scandinavian Airlines customer service program.

Unit 4: The Importance of Customer Feedback and Service Recovery:

• Why is it important to encourage customer complaints and feedback?
• Establishing customer service satisfaction measuring and monitoring standards.
• Best practices for recording and monitoring customer service issues.
• The supervisor‘s role in service recovery.
• The art of giving and receiving constructive feedback.
• Negotiating win-win outcomes.
• Managing emotions during stressful situations.
• Strategies for working with difficult and demanding customers.
• Practical exercise: Service recovery role-play.

Unit 5: Leading the Way to Customer Satisfaction and Continuous Improvement:

• Your attitude makes a difference.
• Stress management tips for maintaining peak performance.
• The importance of personal development.
• Setting SMART goals for continuous customer service improvement.
• Practical exercise: What is your Action Plan?.
• End of course review.

Unit 6: Assessment leading to City & Guilds Award in Customer Service – Level 1 :

• This unit will be assessed by an externally set and marked test
• The question paper will take the form of a series of short answer questions and scenario-based tasks in which it is assumed that the candidate is dealing with customer queries and problems.