Customer Service Essentials: 5 Day Course

Please see below an outline for our Customer Service Essentials course, which is available as an in-house training course for your staff. The course will be tailored to your company needs.

Introduction

Satisfied customers are paramount to business success. Understanding and meeting customer needs is an essential skill for staff across all customer facing roles. The impact of poor customer relations can be felt directly on the bottom line. To delight your customers, your staff needs to think like them, respond to their needs and deliver promises. This course will develop the essential people skills that are at the heart of quality customer care.

Programme Objective

After attending this course delegates will understand:

• Why customer service matters
• How to delight customers
• How to communicate effectively with customers
• Problems that arise within an organization’s internal customer chain
• How to cooperate better with colleagues
• How to empower customer service in the organization
• How to measure and reward great customer service
• A personal action plan

Method & Approach

Through a combination of lecture, audience participation and role play, participants will learn specific skills for working through common customer service scenarios including turning around negative service situations, delivering customer service remotely, listening and analyzing skills, and increasing sales and customer loyalty.

Who should attend?

• Leaders and managers who have responsibility for customer service within an organization
• Anyone responsible

Course Content

Day One

Introduction

• It’s all about experience
• Defining customer service
• Components of excellent customer service
• The service profit-chain
• The equation

Why customer service matters

• It’s about customer contact in whatever form
• Your personal make up
• What your organization needs
• The importance of HOW
• Customer expectations
• Getting repeat business
• Lifetime value of customers
• The silent complainer
• The company ambassador

Day Two

Getting the right people

• Five desirable traits
• Maintaining standards
• Benchmaking
• Understanding the big picture

What’s different about good service?

• How to delight customers
• Putting customers first
• What you need for good customer service?
• Quality is important
• Maintaining attention to detail
• Delivering great service
• Taking responsibility

Customer loyalty

• 4 elements of customer satisfaction
• Language is important
• The power of beginnings and endings
• Thinking like a customer

Day Three

How to communicate effectively with customers

• Your communications
• What is good communication?
• Listening skills
• Written communication
• Using emails and other forms of e-communication

Turning complaints into opportunities

• Keeping your head out of the sand
• Benefits of complaints
• Understanding the customer’s needs
• Removing common causes of complaints
• Handling complaints
• Dealing with angry customers

Day Four

Empowering great customer service

• Everybody plays a role
• The impact of corporate culture
• Internal customers

Measuring customer service

• Setting standards
• Using internal indicators
• Customer satisfaction measurement
• Mystery shopper programmes
• Rewarding team members

Day Five

Personal action planning

• A sample staff presentation on customer service
• A coaching mentality
• Using what you have learned
• Reviewing and planning
• Overcoming obstacles

To discuss your training requirements and how this course can work for you, please contact us.