Description

About the Course:  

The customer revolution is here to stay. As products and services become more and more alike, the competitive edge has to come from the experience the customer has with your organization – it all comes down to PEOPLE. The overall goal is to maximize that experience, so the customer not only returns time after time, but also encourages others to do the same.

The real magic in customer service delivery comes from the ability of your people to use their initiative to go beyond their normal job descriptions and to go the extra mile to impress the customer.

This challenging and highly participative course will equip your customer service people with all the necessary skills and motivation to provide world-class service.

Course Objective

By the end of the course, participants will be able to:

• Explain the benefits of excellent customer service

• Define what customer care looks like

• Analyze those companies that do it well and learn from them

• Describe the difference between internal and external customers

• Explain how questioning and listening are vital tools in the provision of customer service

• Describe how to deal with difficult customers effectively

• Explain how to turn complaints into opportunities

• List the customer service tools available and how and when to use them

• Develop techniques for handling stressful situation

• Implement personal motivation techniques to create excellent first impressions

Training Methodology

Together with your fellow participants you bring a wide variety of experience and resources to the program. The speaker will help you learn for yourself and to assist you as you make sense of new ideas and techniques that you can use at work.

The course will use a range of learning styles, but the principal approach that will be taken is experiential learning. We learn things as we try them out, stepping out of the zones that we find comfortable.

You will have the opportunity during the workshop to experiment and try out new skills and understanding, before finally deciding how to apply and integrate the learning into your workplace activities.

TARGET PARTICIPANTS

This course is designed for front line customer service agents, whether on the phone or face to face, who are new to the role or who would like to develop their skills further.

They will acquire the skills, knowledge and behaviors which are vital to the provision of world-class service.