PROGRAM DETAILS

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Introduction

The primary purpose of any business is to create and keep customers. Customer acquisition and retention evolve far beyond service – in fact, customer “service” has reached commodity status. You can get “service” just about anywhere you go. So how do you stand out from the crowd? Those working in a customer service environment must have the correct state of mind and the motivation to achieve a satisfactory outcome for the customer as a minimum result. This seminar will equip participants with the skills, knowledge and attitude necessary to become a world-class provider which will exceed the expectations and delight your customers.

Learning Objectives

Organizations, in this day and age, are very similar in terms of their product offerings and pricing structures. Any competitive advantage is short-lived. Therefore, the only differential is the levels of service provided by a particular company. This comes down to one thing – it all comes from PEOPLE. Therefore, the most competitive advantage you have in today’s markets is your customer service people. This seminar will enable participants to see the benefits of providing memorable experiences to customers and how that benefits the customer service provider, your customers and your organization.

Target Audience

This seminar is designed for customer service professionals, agents, whether on the phone or face to face, who are new to the role or who would like to develop their skills further. This seminar will also benefit customer service managers or team leaders who are looking to refresh their own skills or enhance those of their team members.

Training Methodology

The program uses a range of learning styles, but the principal approach that will be taken is experiential learning. We learn things as we try them out, stepping out of the zones that we find comfortable. Participants will have the opportunity to experiment and try out new skills and understanding, before finally deciding how to apply and integrate the learning into their  workplace activities.

Program Content

 Day 1 -The benefits of excellent customer service

• Customer Service Principles, Evolution and Purpose
• The benefits of excellent customer service
• Customer psychology: what are your customer’s expectations?
• Serving the internal customer
• World-class service – a modeling exercise
• Creating ‘magical’ experiences for your customers
• What do the customers see?

Day 2 -Enhancing your interpersonal skills

• People like people like themselves – how to be liked by the customer
• Four customer personality types
• Listeners are said to be the best communicators – how to perfect your listening skills
• Questions, questions, questions – if you don’t ask, you won’t find out
• What am I saying when I am not speaking – how to read body language signals
• The do and don’ts of communicating effectively
• How well does your organization/department communicate the customer service message to your colleagues?

Day 3 -How to turn difficult situations into opportunities

• Why do customers complain?
• Why should we encourage complaints?
• The customer loyalty chain
• Customer behavioral types and how to deal with them
• Understanding and managing emotions
• Creative thinking to go that ‘extra mile’

Day 4 -Measuring and monitoring individual customer service

• Encouraging feedback from customers
• Encouraging feedback from colleagues
• Measuring your customer service
• Observation and monitoring
• Coaching and mentoring
• Empowerment and Customer Service

Day 5 -Getting the right customer service attitude

• Saying ‘no’ professionally
• Avoid taking things personally
• Customer service values and guiding principles, vision and mission
• Practical case studies: the 5 things customer-first organizations always do
• Measuring performance
• Action planning and job tools included