Achieving Excellence In Customer Service

INTRODUCTION

To gain a competitive edge in the market, exceptional customer service is the key differentiator that can take your organization from good to great. This comprehensive training course is specifically designed to equip participants with the communication skills, negotiation strategies, and best practices necessary to elevate their customer service to the next level. Whether you are aiming to improve customer satisfaction, enhance brand loyalty, or foster a culture of excellence within your organization, this course will provide you with the tools and insights needed to achieve those goals. By focusing on the development of a customer-centric culture, this program helps participants understand the critical components of outstanding customer service. Through hands-on exercises, case studies, and practical examples, participants will learn how to implement strategies that not only meet but exceed customer expectations. This course on Achieving Excellence in Customer Service is especially valuable for organizations seeking to align their operations with the Customer Service Excellence Standard, ensuring a consistent and superior customer experience across all touchpoints.

COURSE HIGHLIGHTS

• Key Components for Brand Loyalty: Learn how to cultivate brand loyalty by mastering the essential elements of excellent customer service.
• Best Practices from Industry Leaders: Gain insights from world-class customer service providers and apply their strategies to your own organization.
• Effective Communication Tools: Utilize body language, active listening, and questioning techniques to enhance communication with customers.
• Customer-Centric Mindset: Develop a mindset focused on continuous improvement and SMART goal setting to drive customer satisfaction.
• Service Recovery Strategies: Implement proven techniques for service recovery that foster customer retention and loyalty.

OBJECTIVES

By the end of this Achieving Excellence in Customer Service training course, participants will be able to:

• Establish and review customer service standards to ensure consistency and excellence.
• Design and implement a social media plan to enhance customer service support.
• Professionally handle difficult customers and challenging situations with confidence.
• Apply time management techniques and set SMART goals to boost productivity.
• Gain a deeper understanding of both internal and external customer expectations.

DURATION

5 Days

WHO SHOULD ATTEND

This course on Achieving Excellence in Customer Service is ideal for a wide range of professionals, including:

• Frontline Customer Service Representatives (CSR)
• Team Supervisors
• Department Managers
• Account Managers
• Field Service Representatives

COURSE CONTENT

Module 1: Enhancing Your Customer Service Communication Skills

• Mastering Active Listening and Questioning Techniques
• Understanding and Utilizing Body Language
• Effective Strategies for Working with Different Customer Types
• Telephone Etiquette to Promote a Professional Image
• Best Practices for Written Communication

Module 2: Building the Foundation for Achieving Customer Service Excellence

• The 7 Key Customer Service Expectations
• Techniques for Measuring Customer Service Satisfaction
• Leveraging Customer Service to Drive Sales
• Strategies for "Going the Extra Mile"
• Enhancing Customer Service through Social Media
• Protecting and Managing Your Organization's Online Reputation

Module 3: Service Recovery: Handling Complaints and Upset Customers

• Understanding the Importance of Customer Complaints
• Empowering Employees to Resolve Issues Effectively
• Step-by-Step Guide to Customer Service Recovery
• Techniques for Calming Upset Customers
• Managing Stressful Situations with Composure

Module 4: Principles of Persuasion and Professional Negotiation Strategies

• Applying Cialdini's Six Principles of Persuasion
• The Art of Constructive Feedback
• Negotiating Win-Win Outcomes
• Language and Tone: What to Avoid
• Understanding the Price Value Formula
• Cross-Cultural Negotiation Tactics

Module 5: Focusing on Customer Service Excellence and Continuous Improvement

• Developing an Action Plan for Customer Service Excellence
• The Role of Teamwork in Customer Service
• Maintaining a Positive Attitude in Customer Interactions
• Setting and Achieving SMART Goals for Continuous Improvement
• Stress Management Techniques for Increased Productivity
• Comprehensive Course Review and Final Action Plan

GENERAL NOTES

• The course is delivered by seasoned trainers with extensive experience in their respective fields, using a blend of practical activities, theory, group work, and case studies.
• Participants will receive comprehensive training manuals and additional reference materials.
• Upon successful completion of this course, participants will be awarded a certificate.
• We also offer tailor-made courses to meet specific organizational needs. Contact us to learn more: training@skillsforafrica.org
• The training will take place at the Skills for Africa Training Institute in Nairobi, Kenya.
• The training fee includes tuition, materials, lunch, and venue costs. Accommodation and airport transfer can be arranged upon request.
• Payment should be made to our bank account before the start of training, with proof of payment sent to training@skillsforafrica.org.