Audience

Customer experience training is crucial for any organization that works with customers or clients. Not only does each interaction between employee and customer affect the number of customers retained, but employees with effective customer service skills will feel a greater sense of engagement and commitment to their job. These skills make a positive impression in the minds of current and future customers. Our training provides advanced customer service tips for your organization based on the content area or competency you want to improve. Learn about customer service skills, building customer loyalty, creating effective first impressions, managing customer expectations, and more by filtering through our training and development workshops.

Training Outcomes:

• Explain what customer service means
• Recognise how one's attitude affects service standards
• Master ways to develop and maintain a positive, customer focused, attitude
• Develop needs analysis techniques to better address customer needs
• Apply outstanding customer service techniques to generate return business
• Practice techniques for developing good will through in-person customer service
• Gain insight to connecting with customers
• Master techniques for dealing with difficult customers
• Acquire tools for recovering difficult customers
• Understand when to escalate

Format of the course

The course will be a highly-interactive combination of:

• Facilitated Discussions
• Slide Presentations
• Individual Worksheets
• Psychology Tests
• Case Studies

• Defining Customer Service
  • What does great service look like and feel like?
  • Sharing our own experiences of good and bad service
  • Responsibility for customer service
  • Stepping into your customers’ shoes

• Handling customer enquiries
  • Customer contact model and service standards
  • Creating lasting first impressions
  • Building and maintaining rapport
  • Using positive language and tone of voice

• Establishing customer needs and responding to requests
  • Questioning
  • Active listening
  • Summarising
  • Paraphrising

• Handling work based customer requests
  • Identifying challenging customer requests
  • Responding to challenging customer requests assertively
  • Asertive techniques

• Service recovery
  • Turning disappointment into delight
  • Identifying the nature of customer complaints
  • Responding to customer complaints
  • Introducing colleagues to resolve customer service issue

• Building customer relationships
  • Relationship triangle – trust and loyalty
  • What differentiates us from our competitors?
  • Identifying ways to add value and exceed customer expectations
  • Following up

• Applying the learning and next steps
  • Review of learning
  • Action planning