Introduction to Customer Service

The customer service course is designed to provide essential knowledge and skills required to improve the quality and effectiveness of customer experience. The one day course enables the delegates to identify the needs and desires of the customers, manage frustrated and irate customers and apply behavioural standards to enhance the customer experience. The delegates will learn how to handle difficult situations and customers, develop new customer relationships, resolve complaints with empathy and efficiency, achieve real excellence and gain confidence in the customer service role. The training program introduces delegates to the key concepts and modules that promote customer retention and loyalty and enhance their leadership and interpersonal skills.

Customers play an important role in the existence of any business in both public and private sector. A good customer service means being responsive to their desires and requirements.  In today’s competitive business environment, customer service is a crucial buzzword and plays a crucial role towards the growth of the organisation. Bad customer service can lose the reputation of your business, while good customer service makes your customers feel that you are not only making a sale but also want to develop long-term relationships with them.

Overview of Customer Service

• Explain the term “customer ”
• Identify your role in providing services to your customers
• Describe the customers and their expectations
• Define class customer service
• Requirement of a customer service professional

Fundamentals of Customer Service

• Describe the customer service transaction model
• Know how to use the customer service contract prototype
• Recognise how to notice the customer
• Learn how open-ended questions enhance customer satisfaction
• Describe the uses of evaluating and following up on customer queries.
• Identify the benefits of conveying customer service issues to the management.
• Learn how client deal take place

Customer Communication Summary

• Identify the blockades in the interaction
• Describe the different mediums that clients use for communication
• Know the advantages of building an understanding with the clients
• Distinguish the different methods for communication through both head-on and telephone

Customer’s Semantic

• Match oral declarations to the exact communication places
• Estimate customer situations to define best approaches
• Describe graphics, audio and kinesthetic arguments
• Match kinesthetic statements to the particular communication positions
• Match visual reports to the precise communication channels

Setting the Values of Customer Service Excellence 

• Understand the benefits of providing excellent customer services
• Importance of managing internal and external customer prospects
• First impressions of customers
• Know and work with the four customer styles

Service Recovery: Handling Complaints and Difficult Customers 

• Importance of customer complaints and why they should be encouraged
• Six steps to service recovery
• Empower employees to get the job done efficiently
• Strategies to help calm upset customers
• Manage emotions during stressful situations

Principles of Persuasion 

• Request feedback from clients and colleagues
• Art of giving and receiving feedback
• Five dimensions of customer service excellence
• Words and tones to avoid conflicts
• Negotiate mutually beneficial outcomes
• Best practices for call managing
• Describe documentation and quality declaration
• Measuring and monitoring customer satisfaction

Getting the Right Customer Service Attitude 

• Stress management tips to increase productivity
• Set personal and professional goals
• Understand Client service mission and vision
• Focus on continuous improvement
• Importance of attitude and teamwork

Delivering Message of the Customer Service 

• Understand nonverbal communication of customers
• Identify client’s expectations and service requirements by using questioning techniques
• How well does your organisation communicate the position of customer service?
• Telephone tips to promote a professional image
• Tips for building trust and rapport quickly face-to-face or on the telephone
• Learning style
• Developing your active listening skills to improve communications