Overview

This one-day customer service management training course covers building excellent service

You will learn to handle difficult situations and raise customer satisfaction and loyalty

Topics include how to offer differentiated and reliable customer-friendly service

After this course you will be able to:

  • State your role in achieving a differentiated customer experience.
  • Shape and deliver your customers’ expectations.
  • Analyse the factors influencing company loyalty.
  • Handle customer complaints and objections successfully, using new tools, tips and techniques.
  • Maintain a positive, customer-focused attitude, even in challenging situations.
  • Deliver consistent service excellence.

 

Who should attend?

If you are new to customer service or work within a customer service role, either with internal or external customers, and are looking to develop your skills further, then this course is for you.

The focus is on how to deliver a consistent quality service by changing the way you think about customer service and changing your behaviour to match the situation.

Learning outcomes

  • State your role in achieving a differentiated customer experience.
  • Shape and deliver your customers’ expectations.
  • Analyse the factors influencing company loyalty.
  • Handle customer complaints and objections successfully, using new tools, tips and techniques.
  • Maintain a positive, customer-focused attitude, even in challenging situations.
  • Deliver consistent service excellence.

Outline

Module 1: What is Differentiated Customer Experience?

  • Internal and external customer service, and customer service teams
  • Your impact on the customer experience

Module 2: Meeting Customer Expectation and Creating a Differentiated Customer Experience

  • 4 levels of Customer Service – Discussion on the impacts of service delivered at each level
  • What customers want and going the extra mile – activity
  • How can you impact the customer experience and go the extra mile? – individual reflection

Module 3: Meeting Customer Expectation and Improving Customer Loyalty

  • Before, during and after each transaction
  • Factors Influencing customer loyalty
  • 5 Ways to create long-lasting relationships

Module 4: Communicating Positively with Customers

  • Barriers to communication – The impact of poor listening & questioning – discussion
  • Barriers to communication – The Way It Is a model – input & question writing activity
  • Active listening & demonstrating empathy – discussion
  • Activity – demonstrating active listening & The Way It Is model using a real-life scenario

Module 5: Turning Complaints into Opportunities & Ensuring Consistent Quality Service

  • Handling customer complaints successfully – discussion – the do’s & don’ts of complaint handling
  • The AGREE model – facilitator input & practical activity
  • Defusing a difficult situation & saying “no”– the U.S.A model
  • Saying “no” activity

 

ISOC trainers

Training staff include