Objective:
By the end of the workshop, you will be able to:
- Describe the important part that being customer-focused plays in ensuring the success of your organisation.
- Identify what exceptional customer service looks, sounds and feels like.
- Be clear on your customer brand – what impact do you want to have on your customers? What is the lasting impression you want to leave?
- Recognise how interpersonal skills, attitudes & behaviours impact on our internal and external customers.
- Build and maintain strong relationships to create customer loyalty and satisfaction.
- Know & utilise the skills and techniques to deliver exceptional customer service.
Content:
What is Excellent Customer Service?
- The dos and don’ts of customer service.
- What elevates service to ‘excellent’ and how this aligns with your company’s vision and values.
- Who are your customers? – defining who these are, both internal & external.
Your Customer Service Brand
- Establishing what level of service you would like to offer.
- What would you like customers to say about you?
The Part You Play
- How attitude and behaviour can impact customers positively and negatively.
- Channels of communication.
Managing Customer Expectations
- Understanding customer service expectation levels for your organisation and measuring yourself against these.
- Where are your strengths & development areas?
Customer Care
- How to build trust and loyalty through creating a positive experience.
- Communication Skills
- Questioning
- Listening
- Positive Phraseology
- Problem Solving
Flexing Your Style to Deliver the Best Service
- Exploration of different Communication Styles, how to flex these to engage with the customer more and leave them satisfied.
- Dealing with customers with additional requirements.
Dealing with “Difficult” Customers
- What makes a ‘difficult’ customer?
- Putting yourself in their shoes – looking at things from different perspectives.
- Curiosity to combat conflict – dealing with & resolving situations.
- Managing your state in the moment – techniques to help keep you calm and think clearly.