Customer Service Excellence(2 Days)

Key to business success is excellence in customer and client service. By completing this customer service excellence training course, you will gain the knowledge and skills to ensure customers’ expectations are met in the selling of products and provision of services. For those of you who are in frontline service and sales roles, this customer service course will provide you with learning opportunities on the essentials for dealing with complaints and difficult situations, whilst maintaining a strong focus on customer satisfaction and the total customer experience. This course will enhance your ability to handle customer and client interactions with confidence by implementing best practice customer service techniques, delivering customer satisfaction and developing customer loyalty.

Course Key Learnings

• You will learn how to service EVERY customer with excellence, in an organized way
• How to deal with unsatisfied customers, with a clear structure for answers
• You’ll have practical tools at your disposal in any moment for every situation
• How to shape your customer service operations to excellence, modelling your business and structure
• You”ll get feedback from me for every assignment on the course
• In the end, you will better equipped to assume a leadership role on Customer Services

Course Outline

• Who are your customers (both internal and external) and how do they perceive you and your brand
• Defining excellent customer service
• Creating a positive first impression
• Rapport building
• Initiating conversations that can generate sales
• How to read clients’ body language and how to use your body language and voice flexibly and effectively
• Allowing the customer to express their feelings
• Communicating clearly
• Identifying the customer’s needs
• Helping to meet the customer’s needs
• Understanding customer expectations
• Moments of truth that lead to customer loyalty
• Telephone etiquette: answering, holding, transferring calls
• Online skills for accurately identifying needs, then asking good questions for generating outcomes leading to customer acquisition, retention and advocacy
• How to remain calm in a heated situation
• Generating positivity and optimism
• Dealing with objections/ complaints
• How to use questions effectively
• Using your competitive advantage for building loyalty
• Methods of collecting customer information, whilst making your customer feeling singularly important
• Defining and delivering against your service metrics
• appreciating the link between outstanding service and your organisation’s success
• Creating a positive last impression by delighting the customer at low cost to your organisation.

Who’s This Course For?

• Suitable for anyone who has responsibility for serving internal or external customers. This can be across any sector – commercial, government, not for profit and the education sector.
• This course is ideal for people who already work with customer service, customer success, sales or general customer services and want to take the next step in their careers and guarantee that positive feedback at the end. This course will cover both face-to-face and virtual, such as telephone, email and help desk.
• It also works for anyone who works as a coordinator, supervisor or manager of a customer service area or post-service, as it presents several techniques and concepts for you to structure your area and take it to the next level.
• Agents who want to take a leadership role in customer service and would like to learn techniques for managing teams and preparing for an interview

Requirements

• There’s no prerequisite required