Excellence in Customer Service (Advanced)

In this course we cover the most important elements of service a person involved in direct interactions with customers should know and apply.

Programme Code
TR-1013
Duration
5 Days
Delivery
Classroom - Virtual
Programme Overview

In this course we cover the most important elements of service a person involved in direct interactions with customers should know and apply. From the right attitude to the required behavior, and including methods to analyze and improve service, we will cover it all in a straight- forward, interactive and practical manner.


Programme Objectives

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

  • Explain the importance of customer service for any organization
  • Practice the techniques of managing customer expectations and delighting customers
  • Provide better, faster service and increase customer satisfaction
  • Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem
Target Audience

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

Target Competencies
  • Customer orientation
  • Self confidence
  • Personal accountability
  • Persuading others
  • Empathic outlook
  • Emotional control
Programme Outline

Customer Service

  • Quotations on customer service
  • Service definitions and concepts
  • Service dimensions
  • Quality service requirements

Internal Customer Service

  • Identifying internal and external customers
  • The customer profit chain
  • Who, of the internal or external customer, is more important

Managing Customer Expectations

  • What to say and what not to say
  • Calming upset customers
  • Comments you should avoid
  • Managing customer expectations
  • The ServQual model
  • Flying over customer expectations
  • The RATER Model

Professional Behavior with Customers

  • The power of behavior
  • Principles of effective behavior
  • How to behave professionally with the customer
  • Assertive, passive and aggressive behavior

Dealing with Difficult Customers

  • Dealing with different personality types
  • Service recovery