Deliver Excellence Through Customer Service

Enhance the Customer service skills and help create unique customer experience.

Course Information

The objective of the course is to build excellence in Customer service. CS is the backbone of any Company as it’s a usual trigger for repeated customers and their high satisfaction. Customer Service remains the very front line that represents the company’s commitment toward customers and reflects the quality and reliability of the Company service. Therefore, this course will ensure that all customer services resources support effectively the Sales growth and customer retention of all departments. This course aims to build a culture of “Customer empowerment and satisfaction” where all inquiries, concerns and opportunities are handled with pride.

 Learning Objectives

  • Define customer service and break it down to its most basic dimensions
  • Explain the critical link between ‘attitude’ and ‘technique’ in order to consistently deliver an excellent level of service
  • Use a variety of tools such as ‘RATER’ & “NPS” to provide the required level of service.
  • Analyze basic behavioral patterns of different customer personalities and the best way to deal with them
  • Discuss and practice the techniques of effective communication skills with customers
  • Creating a unique customer buying experience that does not end at the counter.

 Module 1

Why Customer Service

Understanding your role

  • What do you do at your job?
  • Foreseen challenges in the Company Customer Service
  • Describe a great customer Service?

Customer Service people are important

  • Why Customer Service matters
  • Simple Actions Huge Returns
  • Cost of bad customer service for your company/department.
  • The Customer Service success formula (Technique & Attitude)

Internal & External Customer Service

  • Identifying internal and external customers
  • Seek always for Customer PAIN
  • Foundation of great service people

Module 2

Techniques that bring result

Customer Service that builds competitive edge.

  • Greeting techniques
  • Questioning Techniques
  • History of communication extraction
  • Body language
  • Closing a case; when to walk away and when to stay around

True customer service: Say what you’ll do then do what you say.

  • No surprises for customers- Educate customers on your process
  • No Holes in your process
  • No embarrassment- Full details to be shared
  • It’s up to CS not the customer to be fixed.

Objections & Emotions

  • The process of objection handling
  • Barriers to ensuring 100% satisfaction
  • Customer education of processes and rules

Getting better in how we serve customers

  • Seek your name to be memorized by customers
  • Effective Communication skills for CS
  • Effective listening skills for CS
  • Business Etiquette in Corporates
  • Problem solving & Follow up essentials with customers

Module 3

Manage your behavior

Professional Behavior with Customers

  • The power of behavior
  • Principles of effective behavior
  • Friendliness
  • Empathy
  • Fairness
  • Control
  • Information
  • Good Information is Often Good Service
  • Interpreting nonverbal behavior
  • The right behavior with the customer

Basic behavior of a Customer service professionals

  • Smiling
  • Eye contact
  • How you look
  • Shaking hands
  • Be attentive
  • Tone of voice
  • Hand gestures
  • Personal space
  • Posture
  • Telephone Etiquette
  • Troubleshooting
  • Ten Major Do’s and Don’ts of Customer Service

Emotions

  • Dealing with emotions
  • The Emotional styles of customers
  • How best we can overcome each
  • Role-plays and exercises on dealing with different personality styles

Certification

DISS Certificate

Who Should Attend

Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists as well as managers who want customer service training in order to reinforce their skills and train their staff.

Schedule

September, December

 

Schedule Available Upon Request

Three Day Course – 5 hours each day

Course Timings: 9:00 am – 2:00 pm

August, October, November

 

Schedule Available Upon Request

Three Day Course – 5 hours each day

Course Timings: 9:00 am – 2:00 pm

Level
Other Qualification
Group
Business Courses
Duration
15
With Certification
Array
Accredited
No
Track
No

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2018-08-19T13:40:36+00:00