Customer Service Excellence
‘(face to face, telephone or written communication)’.
Many service environments are also hectic environments. As service providers we often get so caught up in getting the job done that we forget to provide the service. As a result we may believe that we’ve provided great customer service; however getting the job done is not a mark of great service.
This workshop is designed to explore key ideas regarding what customer service really means for you in your organisation.
Welcome and introduction
- Setting the context
- Learning outcomes
- Personal objectives
Customer service refresh
- What is customer service excellence?
- Consequences of poor customer service
- Customer diversity - internal and external customers
Caring for your customer
- Build confidence, competence and capacity in;
- Needs (identifying and meeting)
- Going the extra mile
Service standards and communication techniques
- Positive language vs blame language
- Written communication
- Telephone communication
- Face to face communication
- What makes customers difficult
- Turning customer negativity into positivity - what to do, what to say
- Identify your stress signs and manage your emotions
- Customer feedback and complaints
Putting it all together
- Application of learning once you’re back at work
- Understand why customer service is important
- Identify internal and external customers
- List the impact of customer service
- Create a great first impression
- Develop rapport – create warmth and openness
- Ask effective questions – address client needs
- Employ active listening techniques
- Turn customer negativity into a positive customer experience
This course requires no previous training or experience.
One day: 8:30am to 3:30pm