Achieving Excellence in Customer Service

OBJECTIVES

At the end of the training programs, participants will have:

1. Understood the importance and concepts of customer care and service.
2. Recognized basic behavioral patterns of different customer profiles and how to deal with them in a multi-cultural environment.
3. Gained critical skills for serving customers and handling their complaints.
4. Draw an individual Action Plan for providing superior service to customers.
5. To Share Experience & to Brain Storming.
6. How to Create Team Work Spirits.

Course Outline: 

Customer Service as a Competitive Edge:

• Definition of Concepts
• Customer Service in a Competitive Environment  
• The Service Mix – A Group Exercise
• Cost of Bad Service

A Profile of Different Customers Personalities:

• Understanding their Personalities
• Tips for Dealing With Different Personalities
• Role Playing Exercises
• Role Play of Difficult Guest
• Watching Short Movies, Wisdoms.

Service Language Excellence:

Attaining Customers Satisfaction:

• Meeting their Needs
• Exceeding their Expectations
• Group Exercise

Professional Behavior with the Customer:

• The Power of Assertive Behavior
• Treating the Customer as Royalty
• Do and Don’t of Face to Face Contact With the Customers           
• The Service Profit Chain    

The Components and Gaps of service Quality:

• Different Standards of Service Offered to the Customers
• Practical Exercise

Handling Customer Complaints and Coping with Customer Conflicts:

• Empathizing With and Listening to them
• Understanding their Problems
• Suggesting Solutions

   Service Recovery Strategies:

• How to Measure Customer Satisfaction
• How to Retain Current Customers
• How to Regain Lost Customers

   Effective Communication With the Customers:

• Active Listening
• Overcoming Communication Barriers
• Reading Customer’s Body Language

 Effective Tel. Skills for Better Service:

• Understanding Customer Needs
• Tone of articulation
• Conveying a Clear Message
• Asking Questions, Taking Responsibility
• Putting a Customer on Hold
• Transferring a Call
• Managing more than One Customer at a time
• Taking a Message
• Screening Calls, Problem Calls and the Art of Negotiation
• Managing Customer Perception

WHO SHOULD ATTEND?

Supervisors, team leaders and frontline customer service staff