Providing customer service excellence is what will keep your customers coming back.

Highlights:

• Use and practice the 3 Cs of Customer Service Excellence Credibility, Communication and Conflict Resolution
•  Recognize how focusing on customers' expectations and needs can save time and reduce stress

Key Competences:

• Customer service excellence
• Conflict management
• Building credibility
• Communication skills
• Effective listening skills
• Influence & persuasion

Customer Service Excellence : How to win and keep customers is a  hands-on training programme, highly interactive with exercises and role plays. The programme will be led by an experienced facilitator with former management experience in international companies.

Learning Objectives

• Identify the Three Cs of Customer Service Excellence: Credibility, Communication, and Conflict Resolution
• Understand How Customer Service Successes Create Revenue and Healthy Organizations
• Appreciate the Importance of Building Trust in Both Internal and External Customer Service Relationships
• Recognize How Prioritizing and Focusing on Your Customer's Top Expectations Can Save Time and Reduce Stress
• Develop Strategies for Remaining Calm and Optimistic Under Pressure
• Expand Your Communication Skills and Improve Interactions with Customers By Understanding Both Personality and Listening Styles
• Understand the Power of Words When Communicating Via the Different Customer Communication Channels
• Recognize and Respond Effectively to Specific Customer Behaviors
• Remain Calm While Implementing the Recovery System to Turn a Challenging Customer into a Happy, Repeat Customer

8 Programme Modules

1 - The Power of Customer Service Excellence

• Understand How Customer Service Creates Revenue and Healthy Organizations
• Appreciate How Delivering Excellent Customer Service Reduces Your Personal Stress at Work

2 - Creating a Culture of Credibility with Internal Customer Service

• Identify Internal and External Customers
• Appreciate That Internal Service Is Just as Important as External Service
• Understand the Two Levels of Customer Service
• Gain Influence Over Issues You Can't Control
• Recognize the Importance of Building Trust in a Customer Service Relationship

3 - Building Credibility By Managing Customer Expectations

• Discuss the Role of Perception in Satisfying Customers' Expectations
• Identify the Source of Customers' Expectations
• Determine Customers' Top Expectations
• Recognize How Prioritizing and Focusing on Customers' Top Expectations Can Save Time and Reduce Stress

4 - Managing Conflict with Professionalism Under Pressure

• Understand How Emotions Are Created
• Develop Mental Strategies for Remaining Calm and Optimistic Under Pressure
• Use Body Language to Manage Your Emotional States
• Change Emotional States to Avoid Negative Carryover

5 - Effective Communication Styles for Customer Satisfaction

• Understand Your Own Personality Style
• Identify the Personality Styles of Others
• Use Personality Styles to Communicate with Your Customers Based on Their Preferences
• Expand Your Communication Skills for Better Results with Customers

6 - Effective Communication with Personalized Listening Skills

• Enhance Listening Strengths
• Reduce Listening Liabilities
• Identify Your Customers' Listening Styles and Your Own
• Build Rapport with Customers and Expand Your Influence

7 - Customer Communication Channels and the Power of Words

• Identify the Different Types of Customer Communication Channels
• Appreciate the Power of Words
• Use Persuasive Language Patterns
• Identify Techniques to Stand Out on the Telephone
• Compose Email Correspondence That Customers Will Read, Understand, and Appreciate
• Use the Power of Social Media to Enhance Customer Service

8 - Strategies for Dealing with Challenging Customers

• Recognize and Respond Effectively to Challenging Customers
• Understand the Physiology of Anger
• Turn a Challenging Customer into a Happy, Repeat Customer Using a Recovery System
• Apply Emotional Management Tools to Remain Calm During Interactions with Challenging Customers

You are a customer service representative, technical or support executive or work directly with clients. This programme gives you the skills you need to increase customer satisfaction and retention.

Typical Participants:
• Managers
•New Managers