Customer Service Excellence (Advanced Level)

Customer Service Excellence (Advanced Level)

Methodology

This course utilizes several methodologies, including consultant-led presentations, case studies, self-awareness exercises, video clips, and role-playing exercises.

Course Objectives

By the end of the course, participants will be able to:

• Understand the importance of customer service in a competitive environment.
• Maintain the vital role of internal customer satisfaction for the success of any organization.
• Practice effective techniques for managing customer expectations and satisfying them.
• Provide better and faster service to increase customer satisfaction.
• Identify signs of customer dissatisfaction and effectively respond to customer issues by finding practical solutions.

Target Audience

Customer service representatives, technical staff, support employees, field service representatives, account managers, specialized credit personnel, as well as managers who want to enhance their customer service skills and train their employees.

Training Program Content

• Customer service
• Quotes about customer service
• Definitions and concepts of customer service
• Service quality requirements
• Interesting statistics
• The cost of poor customer service
• Foundations of customer service
• Learning from the best
• Internal customer service
• Identifying internal and external customers
• Customer requirements
• The basis of excellent customer service
• Service chain and profitability
• Managing customer expectations
• What to say and what not to say
• Dealing with angry customers
• Comments to avoid
• Managing customer expectations
• Service quality elements and the RATER model
• Exceeding customer expectations
• Role-playing exercises and dealing with different personality types
• Effective communication skills for dealing with customers
• Active listening
• Effective listening skills
• Telephone etiquette
• Professional behavior with customers
• The power of behavior
• Principles of effective behavior
• How to professionally interact with customers
• History of communication
• Interesting case study
• Interpretation of non-verbal behavior
• Appropriate behavior with the customer
• Inappropriate behavior with the customer
• Assertive behavior
• Negative and aggressive behavior
• Components of verbal and non-verbal communication styles
• Dealing with difficult customers
• Dealing with challenging personality types
• Service recovery.