ESSENTIAL CUSTOMER SERVICE EXCELLENCE

ESSENTIAL CUSTOMER SERVICE EXCELLENCE

INTRODUCTION FOR ESSENTIAL CUSTOMER SERVICE EXCELLENCE

Customer service excellence primarily involves understanding the client’s situation, developing relevant and practical solutions, guiding the customer through the business engagement process, and ensuring their satisfaction with our efforts. However, despite our best intentions, there will arise instances of a customer experiencing dissatisfaction, which warrant our attention to address, remedy, and restore their positive experience with us again. This program is explicitly aiming;

  • Participants will know the critical components of providing excellent customer service skills, especially its importance in facilitating their respective work duties and responsibilities under all circumstances.
  • They will also know how to cultivate some of these customer service qualities in themselves and their team members.
  • To develop the ability to professionally manage customers’ expectations and reach an amicable resolution to further improve the overall customer satisfaction experience in line with the company’s business objective.

 

COURSE OBJECTIVE

  • The Participant will learn all the necessary techniques and structures required to cultivate a customer-focused mindset, particularly in communication and interpersonal skills, thereby eventually enhancing the customer’s satisfaction and loyalty.
  • They will be equipped with various techniques and processes for handling demanding customers, especially under complaints scenarios.
  • To understand the personal character and how to engage with the customer effectively.
  • A reliable measure of uniformity in Customer Service development practice will likely materialize.

 

COURSE CONTENT

Programme Introduction

  • Discussion of Attainable Programme Objectives
  • The Four Stages of Skills Acquisition Development

 

Understanding of Our Market Today

  • The Objective of a Business
  • Importance of the Customer
  • Psychology of Our Customer
  • Creating & Managing Our Customer’s Expectations
  • Group Exercise: Why do Customers Buy from Us?

 

Interpersonal Skills Enhancement

  • The Importance of Effective Communication Skills.
  • Barriers to Communication
  • Powerful Listening Skills
  • Understanding Body Language
  • Projecting A Professional Image and Work Etiquette
  • Building Interpersonal Bridges

 

Understanding Customer Service Excellence

  • Defining Customer Service
  • The Laws of Customer Service
  • Understanding of Our Customer Today.
  • Benefits of Practicing Quality Customer Service.
  • Introducing The 4 Pillars of Customer Service
  • Evaluating the current performance level of existing parameters considered essential to customer care and then explaining how these parameters can be further improved.
  • Group Exercise: Formulating Our Customer Service Pillars.

 

Enhancing Customer Service Excellence. (contd)

 

Handling Customer’s Dissatisfaction & Complain Effectively

  • When is a customer demanding?
  • Steps in Handling Customer Complain.
  • Bounce Back with Customer Recovery
  • Steps to Minimize Future Complains
  • Role Play: Customer Handling Skills Demonstration

 

On Becoming a Customer Service Specialist

  • Characteristics of a Customer Service Specialist
  • The Tangible, Physical, and Mental Attributes Required of Such a Specialist.
  • Cultivating Customer Loyalty
  • Tracking Your Service

 

Program Summary and Debrief

  • Review Of Course Content & Feedback
  • Personal Implementation Plan: Stop/ Go / Continue
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    days

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    hours

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    minutes

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Date

Oct 14 - 15 2024

Time

9:00 am - 5:00 pm

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