Course Overview
The Customer Service Excellence training focuses on all types of customers and how to serve them better. The participants will be provided a strong skill-set including in- person and over the phone techniques, dealing with difficult customers, and generating return business.
Learning Outcomes
By the end of this Customer Service Excellence training course your participants will be able to:
- Appreciate what Customer Service is, and why it is important
- Understand the change nature of customer expectations and how to meet them
- Learn how to solve the three main types of customer problems
- Deal confidently and assertively with difficult people
- Use communication skills effectively and overcome barriers
- Understand which personal skills will help you in your role
- See how exceptional customer service is based on six areas
- Know how great customer service benefits everybody involved
Training Coverage
- Introduction to Customer Service
- Developing a Customer-Centric Mindset
- Who Are Your Customers?
- Internal Customers
- External Customers
- When & Where Does Customer Service Take Place?
- The Need for Customer Service
- Rewards Penalties
- What Does Customer Service Mean To You?
- Unpleasant Experiences
- Satisfying Experiences
- Developing a Customer Friendly Attitude
- Evaluation
- Excitement is Contagious
- Customer Service: Communication Skills
- Developing Effective Communication Skills
- Presenting a Professional Image
- Non-verbal Communication Skills
- Body Language
- Key Body Language Aspects
- Physical Distance
- Verbal Communication Skills
- Choice of Words
- Tone of Voice
- The Choice of Words
- Customer Analysis: Knowing your Customer
- Knowing Your Customer
- Customer Expectations
- Assertive Working Style
- Results-Oriented
- Analytical – Details-Oriented
- Amiable – People-Oriented
- Dominant Behavioral Style
- Determining Your Level of Service
- Calming Upset Customers
- What Makes Customers Upset?
- Avoiding Upsets
- What Can You Do To Avoid Upsets?
- Key Steps to Calming Upset customers
- Telephone Customer Service
- Mastering the Telephone
- Answering the Telephone
- A Professional Greeting
- Active Listening
- Putting Callers on Hold
- Recommendations
- Transferring a Call
- Taking a Message
- Voice Mail _ Closing the Call
- Internet Customer Skills
- The Internet Customer
- E-mail Communication Guidelines
- Online Chat _ Internet Customer Skills
- Scripted Responses
- Introduction
- Placing a Chat on Hold
- Closing a Chat session
- Websites
- Knowledge-base
- FAQ
- Auto responders
- Customer Online Support
- Time Management Strategies
- Taking Control of Your Time
- Time Analysis: Task Identification
- Task Analysis
- Personal Suitability
- Efficiency
- Task Analysis
- Task Prioritization
- Relative Importance
- Time-frame
- Time Wasters
- Stress Management Strategies
- What Causes Stress?
- Stress Symptoms
- What Can Be Done To Manage Or Even Eliminate Stress?
Duration: 5 days
Cost:
- Kenyans: available on request.
- USD 2500.
Venue: Nairobi and Mombasa, Kenya and Kigali, Rwanda
