Achieving Excellence in Customer Service

• Provide exceptional customer service that achieves results and gets noticed
• Adopt the skills and techniques that routinely deliver positive customer experiences
• Maximize the value of your customer interactions
• Deal effectively with difficult customers and turn complaints into opportunities
• Contribute to a customer-centric culture and achieve greater personal growth and customer satisfaction
• Demonstrate a positive, confident and professional approach with internal and external customers

COURSE CONTENT

Creating the Customer Experience

• Emotional aspects of the customer experience
• Identifying the differentiators of excellence
• Fostering long-term relationships

Communicating Effectively with the Customer

• Developing excellent communication skills
• What you say and how you say it
• Adopting a problem-solving approach
• Achieving results for the remote customer

Dealing Constructively with Tough Situations

• Calming upset customers with active listening
• Techniques for dealing with difficult people
• Transforming complaints into opportunities

Contributing to a Customer Service Culture

• Demonstrating leadership in customer service teams
• Measuring customer satisfaction
• Monitoring the team’s development

Making Excellence a Habit

• The characteristics and practices of excellence
• Executing your personal action plan

FOR WHOM:

Marketing & Sales Personnel

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.