Customer Service Excellence
Customer Service Excellence
£40.00 - £710.00
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Customer Service Excellence

Customer Service Excellence

£40.00£710.00

SKU: PersonS-1-1 Category:

COURSE OUTLINE [Duration: one day]

A provider of excellent customer service uses skills and behaviours to listen to, identify and act upon the wants, needs and emotions of their customers. This course is about exploring those customer-focused behaviours to move beyond delivering just good customer service to delivering remarkable service. Being remarkable will delight your customers, secure loyalty and grow your business.

 

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Description

Overview

A provider of excellent customer service uses skills and behaviours to listen to, identify and act upon the wants, needs and emotions of their customers. This course is about exploring those customer-focused behaviours to move beyond delivering just good customer service to delivering remarkable customer service. Being remarkable will delight your customers, secure loyalty and grow your business.

The best learning experiences occur when you learn specific concepts, then practice them during the training and walk out with a solid technique you can apply the next day on the job. In this training we will do just that. We will learn the concepts, followed up by numerous hands-on practical activities to practice the skills so you walk out with specific best practice customer service techniques that are essential for you as a professional customer service representative to help you do an even better job than you are currently doing.
So, if you want to get even better customer feedback, provide great customer experience and consequently achieve more sales than last year this training program is very much for you.

By the end of this training course participants will be able to:

  •  Understand how far customer service has evolved and acknowledge the effect of social media.
  •  Identify ways to deal better with the different customer generations.
  •  Practice active listening and customer lifestyle questioning.
  •  Learn useful memory tips and tricks to remember customers names and other details important to them
  •  Clearly understand the importance of acknowledging both words and emotions.
  •  Learn a quick technique for handling angry customers
  •  Identify 10 different best practice customer service techniques that can be used immediately back on the job.

What You Get

MODULE 1: Realities of customer service today  

This module contains:

bullet The realities of customer service today.
bullet ROI of customer success.
bullet Dealing with the different customer generations (GenX, GenY, Baby boomers, traditionals).
bullet Customer lifestyle questioning

MODULE 2: Sharpen your listening skills and memory

This module contains:

bullet Stages of consciousness
bullet Active listening skill practice.
bullet Memory tips and tricks.
bullet Acknowledge the words and the emotions.

MODULE 3: Ten Best Practice Customer Service Techniques

This module contains:

bullet The service recovery catch.
bullet When dealing with angry customers and customers showing strong emotions.
bullet When dealing with angry customers and customers showing strong emotions.
bullet When you want customers to do something or follow your direction
bullet When the customer is arguing
bullet When the customer tells you they are having an issue
bullet When the customer expresses displeasure
bullet When turning negative experiences into positive ones
bullet When the customer has been given wrong information
bullet When we are in the wrong
bullet When a customer requests a discount
bullet When a customer threatens to defect to competition

Competitive review game – An Exciting review challenge (Power Point Game) to end your training on a high note!

Additional information

Type

Webinar, In office

Number of delegates

1, 2, 3, 4, 5, 6, 7, 8, 9, 10

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