Course Description:

Achieving excellence in customer service is one of the most important goals for organizations, and achieving this goal leads to placing the organization among the top places in the business world. To achieve customer satisfaction, it must be done in a scientific, well-studied manner that achieves the desired benefit of gaining customer trust and institutional and individual satisfaction.

Course objectives:

Laying the foundations for dealing with customers and how we can gain customer satisfaction. Develop plans for social communication and linking the organization and the client. Utilize time management techniques and set SMART goals to increase productivity

Develop an understanding of internal and external customer expectations.

The benefit of this course:

An appreciation for the importance of customer service excellence

Best Practices of world-class customer service providers

Enhanced leadership and communication skills

Increased confidence to work professionally with difficult or upset customers.

Course Outline

DAY 1

Enhancing Your Customer Service Communication Skills

Active Listening and Questioning Skills to Identify a Customer’s Expectations

Body Language: How to Read Your Customer like a Book

Working with Aggressive, Expressive, Passive and Analytical Customers

Telephone Tips to Promote a Professional Image

The Do’s and Don’ts of Written Communication

DAY 2

Building the Foundation for Achieving Customer Service Excellence

The 7 Customer Service Expectations

Measuring Internal and External Customer Service Satisfaction

How to Use Customer Service to Increase Sales?

"Going the Extra Mile” to Promote Customer Service Excellence

Using Social Media to enhance Customer Service

Protecting your Organisation’s Online Reputation

DAY 3

Service Recovery: Handling Complaints and Upset Customers

The Importance of Customer Complaints and Why they should be Encouraged

Empower Employees to Get the Job Done

Steps to Follow for Customer Service Recovery

Strategies to Help Calm Upset Customers

Managing Emotions during Stressful Situations

DAY 4

Principles of Persuasion and Professional Negotiation Strategies   

Cialdini’s Six Principles of Persuasion

The Art of Giving and Receiving Constructive Feedback

Strategies for Negotiating Mutually Beneficial Outcomes

Words and Tones to Avoid

Price Value Formula

Negotiating across Cultures

DAY 5

Focusing on Customer Service Excellence and Continuous Improvement

What is your Action Plan?

Customer Service takes Teamwork

Maintaining a Positive Mental Attitude

Setting SMART Goals for Continuous Improvement

Stress Management Tips to increase Productivity.