Excellent Customer Service – 1 or 2 days
1 or 2 Day Course
OVERALL AIMS:
- To ensure everyone adopts a positive attitude to customers/customer service
- To convey a professional image to customers over the telephone
- To improve performance through applying key techniques and procedures
- To increase awareness of the customer, internal and external, and their needs and expectations
- To ensure everyone adopts a professional approach to dealing with customers
- To increase awareness of potential sales opportunities
WHO SHOULD PARTICIPATE:
This workshop is aimed at anyone who has contact with customers, either face-to-face or over the telephone.
COURSE CONTENT:
DAY 1
- Introduction/Objectives
- Customer Expectations
- What is Excellent Service
- Opportunities for giving Good Service
- Key Elements of Service
- Skills and Qualities necessary to deliver Excellent Service
- TARP report statistics on bad service
- Colleagues are Customers Too
- The Customer-Supplier Chain
- Cycles of Service and Moments of Truth
- Presenting Yourself
- First Impressions and Projecting a Professional Image
- The Mehrabian Circle
- Verbal and Non-verbal Communication
- Telephone techniques
- Benefits of Telephone Communication
- Telephone Best Practice
- Building Rapport
- Questioning Skills
- Listening Techniques
- Positive Language
- Gaining Rapport
- Team exercise to practise skills learnt so far and highlight the need for everyone to consider excellent service in all situations
- Review/Action Plans.
Day 2
- Review of Day 1
- Team Exercise to highlight the importance of team working and communication
- Saying “No” Nicely!
- Taking Control
- Making and Refusing Requests
- Developing Assertive Behaviour
- Complaints into Compliments
- A step by step approach to Handling Complaints
- Turning complaints into Loyal Customers
- Dealing with Difficult Situations
- Handling Difficult Situations to Prevent Conflict
- Using “DEWD” – a Technique to Overcome Aggression
- Hints and Tips for dealing with Difficult Situations
- Handling Stress
- Positive and negative elements of stress/Avoiding Stress Build Up
- Handling Customers’ Stress
- Practice Session
- Exercise to put it all together!
- Review/Action Plans.
OBJECTIVES:
At the end of this course, participants will be able to:
- Define the term Customer Service and identify the key qualities that keep customers’ business
- Create the right impression face to face and over the telephone
- Recognise poor service and the effects of poor service
- Identify customer needs by developing our questioning and listening skills
- Improve communications with both internal and external customers
- Practise professional telephone techniques using simulated 'phone equipment
- Respond to difficult situations and complaints in an assertive and positive manner
- Turn a complaint into a loyal customer
- Recognise and practise a technique to say 'no' nicely
- Identify sales opportunities and promote additional products and services.