Customer Service Excellence

Course Overview

Developing a strong customer service department with well-trained, dedicated agents who have the tools they need to do the job well is directly related to customer retention and loyalty, as well as increasing overall customer satisfaction. Delighted customers are a great way to guarantee ongoing revenue from them, as well as for bringing in new customers.

Customer service training is how you make it all work. Hiring the right people is excellent, but it’s not the only step. Training for customer support includes not only understanding the product and how to use it well, but also how to work as a team together and the best ways to work with your particular set of customers.

The overall objective of this course is to help improve your customer service which will directly lead to better complaint handling, higher loyalty and higher customer retention,

Target Audience

Anyone involved directly or indirectly in Customer Service

Learning Outcome

After this course, participants will be able to:-

• State what customer service means in relation to all your customers, both internal and external
• Recognize how your attitude affects customer service
• Identify your customers’ needs
• Use outstanding customer service to generate return business
• Build good will through in-person customer service
• Provide outstanding customer service over the phone
• Connect with customers through online tools
• Deal with difficult customers

Course Outline

• Introduction & Objectives
  1. Definition and Importance
  2. Impact on Customer Loyalty and Business Success

• Key Principles of Customer Service
  1. Effective Communication Skills
  2. Setting and Managing Customer Expectations
  3. Problem Solving and Proactive Resolution

• Developing the right attitude
  1. Customer Service Mindset
  2. Patience and Tolerance
  3. Ownership and Accountability
  4. Resilience and Time Management

• Understanding your customer’s needs
  1. Customer expectations and perceptions
  2. Effective communication with customers
  3. Analysing customer feedback

• Dealing with complaints
  1. Empathizing with customer
  2. Take responsibility

• Recovering difficult customers
  1. Assuming responsibility
  2. Follow up

• Escalation and when to escalate
  1. Learn the trigger points on when to escalate
  2. Process of escalating

• Tips to ‘Wow’ customers
  1. Understanding customer needs
  2. Surprise and Delight
  3. Create Memorable Experience
  4. Empower