Customer Service

Achieving Excellence in Customer Service:

Customer Service is the help, assistance and guidance that a company gives to those people that are using, or considering using, their products or services. This definition of customer service is relevant to everyone who works in an organization, whether serving external customers or fellow staff members. You don't have to wear a Customer Service badge to understand the importance of customer service. If you are helping others, you are doing it!

This training is specifically designed to develop the participants’ skills and behaviours to offer exceptional customer care. It also empowers participants to provide effective solutions to customer facing problems, when they arise.

Overview

Defining customer service:

  • What does great service look like and feel like?
  • Sharing our own experiences of good and bad service
  • Responsibility for customer service
  • Stepping into your customers’ shoes
  • Individual and group exercises, facilitated group discussion

Handling customer enquiries:

  • Customer contact model and service standards
  • Creating lasting first impressions
  • Building and maintaining rapport
  • Using positive language and tone of voice
  • Demonstration, facilitated group review, pairs exercise with group review

Establishing customer needs and responding to requests:

  • Questioning
  • Active listening – including taking notes
  • Summarising
  • Practical exercises in pairs and trios with group discussion

Handling work based customer requests:

  • Identifying challenging customer requests
  • Responding to challenging customer requests assertively
  • Group discussion, short practice sessions in pairs with feedback

Service recovery:

  • Turning disappointment into delight
  • Identifying the nature of customer complaints
  • Responding to customer complaints
  • Introducing colleagues to resolve customer service issue
  • Group discussion, presentation, exercise with group review

Complaint handling practice:

  • Practise brief
  • Practise sessions
  • Complaint handling practice sessions with feedback, group review

Building customer relationships:

  • Relationship triangle – trust and loyalty
  • What differentiates us from our competitors?
  • Identifying ways to add value and exceed customer expectations
  • Following up
  • Presentation, revolving flipchart exercise in small groups, group review

Applying the learning and next steps:

  • Review of learning and action planning
  • Course feedback

The customer service training will be supported with:

  • An optional participant pre-course questionnaire and/or pre-course reading covering customer care
  • A colour printed workbook with customer service tips, techniques and space for personal notes

Learning Objectives:

  • Provide exceptional customer service that achieves results and gets noticed
  • Adopt the skills and techniques that routinely deliver positive customer experiences
  • Maximize the value of your customer interactions
  • Deal effectively with difficult customers and turn complaints into opportunities
  • Contribute to a customer-centric culture and achieve greater personal growth and customer satisfaction
  • Demonstrate a positive, confident and professional approach with internal and external customers