Fundamentals of Service Excellence
For teams of x10 plus: no public courses – sorry!
Customer Service Training Course
1 and 2 Day Skills Training
Customer Service Course Objectives
- To enhance external & internal customer relationships by delivering a consistent superior customer experience
- Delegates will develop the ability to connect with customers in a caring & responsive manner
- To efficiently & successfully resolve queries, supply relevant information & conclude every interaction on a positive note
Who should attend this Customer Service Workshop
Service Engineers | Technical Support | Call Centre Agents | Help Desk | Administrative | Secretarial | Broker Support
Customer Service Course Outcomes
This Customer Care Training Workshop will enable delegates to:
Establish Positive Customer Contact
- Be an outstanding company ‘Brand Ambassador’
– Create positive ‘moments of truth’ & enhance client touch points - Establish a WOW ‘first impression’
– adopt welcoming & appropriate body language
– present a professional image through adopting an appropriate dress code
Ensure Positive Customer Conversations
Engage in an Effective Manner
- Understand different interpersonal styles & adapt the customer engagement approach accordingly
- Adopt effective telephone skills & face-to face engagement techniques:
– utilise welcoming & polished, ‘high-impact’ terminology
– project a clear, caring & enthusiastic vocal tone
– recognise the link between body language & vocal quality - Apply effective listening skills & a meaningful interaction approach
– listen attentively with the intention to truly understand
– respond in a courteous manner that inspires respect & credibility - Manage & resolve complaints in a meaningful way
– involve & satisfy the customer, leaving them with a positive experience
– keep emotions in check, diffuse anger & manage resistance
Ensure Ongoing Positive Customer Relationships
- Make sound recommendations & confirm the ‘next step’
- Close each call in a way that leaves the caller satisfied & wanting to come back
- Recognise the importance of E-mail’ etiquette.
Customer Service Course Development Methodology
- This highly practical & interactive Customer Service Workshop is facilitated by a skilled & energetic trainer who is totally committed to delegate growth
- A combination of facilitator presentation & practical coaching is complimented by active delegate participation
- Skills practices bring the theory to life through immediate hands-on exposure to each key concept