PROGRAMME OVERVIEW
Most service providers know what good customer service is, but many have yet to provide such service in their jobs. They may not have made the mental connection between what they know about customer service and their specific job.
Our customer service training provides the awareness, clarity and skills they need to give excellent customer service. This workshop brings forth the awareness by experiential learning and discussion with the participants. This is done by having them build their own Customer Service Excellence Model based on their experience of good and bad customer service. They will gain clarity of what to do in their jobs by creating specific strategies, procedures and the “next steps”. This will help to convert service providers to service professionals who readily create excellent customer service experiences for the customers that go beyond textbook knowledge and techniques.
TARGET AUDIENCE
Customer Service Team, Service Staff, Sales Staff
LEARNING OBJECTIVES
- Understand the importance of providing excellent customer service
- Build their model of Service Excellence
- Improve their level of customer service through their own experiential learning
- Establish specific behaviours that will assure increased customer satisfaction
- Use positive words, tone and body language with customers
- Transform from a service provider to a service professional
DURATION
1 day
CONTENTS
- Understanding Customer Service
- A study of human nature and behaviour as a foundation for great service
- Customer Service Excellence Model
- Customers’ standards for service excellence
- Hierarchy of Service Standards
- Perception Points in the service cycle
- Value Dimension for customer service
- Effective communication techniques and service language
- Identifying and addressing customers’ needs
- Identifying opportunities for personalized service for customers
- What is “Going the Extra Mile” service?
- Transformation from Service Provider to Service Professional
