Objective:
By the end of the training participants will be able to:
- Understand the need for customer care skills
- Identify strengths and weaknesses in the organisation’s customer care approach.
- Ability to use influencing skills to build long term relationships with key customers
- Describe different customer behaviour styles
- Be able to maximise the opportunity given by a complaining customer
- Clearly understand what exceptional customer care looks like, and develop tactics to demonstrate this level of service
- Understand the importance, and use of, the telephone, the internet and social media in delivering exceptional customer service
- Understand how to deal effectively with anger, aggression and complaints
- Understand the importance of security and personal security
- Assess and analyse customer satisfaction.
Content:
The world of customer service excellence
- Excellence in customer service and what it looks like
- Identifying how excellence in front-line customer service is delivered and managed
- Assessing the quality of the service that you offer
- Concepts of customer care and the customer decision process
- Models for managing customer care
- The psychology of customer care – an outline.
- Dealing with criticism, controlling anger and aggression
- Understanding what your customers say about you and your organisation
Gaining a greater understanding of your company’s service delivery
- The connection between customer service and reputation
- Examining the evidence for investing in excellent customer service
- Understanding Porters Value Chain – how do you create value for your customers
- Who are your internal suppliers and customers?
- What are the systems that help you all to deliver excellence to the customer?
- Building lasting rapport with your customers – internal and external
- Creating a lasting first impression
- Step into another person’s shoes to better appreciate their experiences and motivations
Communication masterclass
- Achieving crystal clear communication?
- Powerful listening and questioning techniques to understand what customers need
- Typical customer behaviour patterns
- Body language clues that show how others are thinking and responding to you
- Lenses or filters to communication
- Communications models
- Using perceptual positions to understand your customers’ point of view
- Choosing communication channels to increase engagement
Managing the delivery of customer service excellence
- Delivering a next generation customer experience
- Developing a customer strategy – planning for an interactive business relationship
- Change management of processes, metrics, incentives and skills to deliver the customer experience
- Benchmarking to achieve competitive differentiation
- Setting up internal information supply streams that flow through and around the organisation
- Knowledge management as a customer service tool
- Using a performance management framework
- Coaching – a tool for self and others
- Influencing exercises
Action planning to achieve customer service excellence
- Developing a plan to deliver excellence
- Presenting your plan to top-tier management
- Assertiveness and what it means
- Dealing with difficult people in an assertive way
- Maintaining high standards of customer service
- Reviewing the service that you offer and reacting accordingly
- Embracing change for the good of all
- Personal development planning
For Whom:
- Executives, Managers, and Decision-Makers are keen on improving performance by taking their customers to higher satisfaction levels.
- This course is for Customer Service Managers and Supervisors interested in advanced customer service tools.
- This course is for Customer Service Professionals who want to extend their skills and knowledge for higher productivity.