Achieving Excellence in Customer Service (Providing a Quality Service)
OBJECTIVES:
At the end of the training programs, participants will have:
- Understood the importance and concepts of customer care and service.
- Recognized basic behavioral patterns of different customer profiles and how to deal with them in a multi-cultural environment.
- Gained critical skills for serving customers and handling their complaints.
- Draw an individual Action Plan for providing superior service to customers.
- To Share Experience & to Brain Storming.
- How to Create Team Work Spirits.
WHO SHOULD ATTEND?
Supervisors, team leaders and frontline customer service staff
PROGRAM TOPICS:
Customer Service as a Competitive Edge:
- Definition of Concepts
- Customer Service in a Competitive Environment
- The Service Mix – A Group Exercise
- Cost of Bad Service
- Understanding their Personalities
- Tips for Dealing With Different Personalities
- Role Playing Exercises
- Role Play of Difficult Guest
- Watching Short Movies, Wisdoms.
A Profile of Different Customers Personalities:
Service Language Excellence:
Attaining Customers Satisfaction:
- Meeting their Needs
- Exceeding their Expectations
- Group Exercise
Professional Behavior with the Customer:
- The Power of Assertive Behavior
- Treating the Customer as Royalty
- Do and Don’t of Face to Face Contact With the Customers
- The Service Profit Chain
The Components and Gaps of service Quality:
- Different Standards of Service Offered to the Customers
- Practical Exercise
Handling Customer Complaints and Coping with Customer Conflicts:
- Empathizing With and Listening to them
- Understanding their Problems
- Suggesting Solutions
Service Recovery Strategies:
- How to Measure Customer Satisfaction
- How to Retain Current Customers
- How to Regain Lost Customers
Effective Communication With the Customers:
- Active Listening
- Overcoming Communication Barriers
- Reading Customer’s Body Language
Effective Tel. Skills for Better Service:
- Understanding Customer Needs
- Tone of articulation
- Conveying a Clear Message
- Asking Questions, Taking Responsibility
- Putting a Customer on Hold
- Transferring a Call
- Managing more than One Customer at a time
- Taking a Message
- Screening Calls, Problem Calls and the Art of Negotiation
- Managing Customer Perception
WORKSHOP STYLE:
This will be a participative workshop with a mix of interactive learning sessions, exercises and discussions aimed to provide maximum impact and learning retention for all delegates.
