The Course Content
Day One: Fundamentals of World-Class Customer Service Management
The benefits of providing world-class customer service
Does the 'customer experience' align with your organisation’s vision/mission statement?
Identifying internal and external customer expectations
How to use customer service to increase sales and customer satisfaction
Benchmarking the best and worst rated customer service providers
The WOW Factor: Going the Extra Mile to exceed customer expectations
Day Two: Effective Communication and People Skills Development
Body language: How to read your customer like a book
Managing the four customer personality types
Questioning techniques and active listening skills to improve communication effectiveness
How to determine a customer’s “preferred learning style”
Dos and don’ts of written communication
Keys to effective telephone and voice mail communication
Day Three: Leading the Way to Customer Service Excellence
The benefits of teamwork and mutual cooperation
Team building and leadership exercise
The role of the supervisor during service recovery
Empowering employees to better serve their customers
The most admired leadership traits
Motivating employees to improve performance
Day Four: Measuring and Monitoring Customer Service Satisfaction
Establishing customer service satisfaction measuring and monitoring standards
Best practices for recording and monitoring customer service issues
The art of giving and receiving constructive feedback
Negotiating win-win outcomes
Managing emotions during stressful situations
Service recovery strategies for working with difficult customers
Day Five: Action Planning for Improving Customer Service Management
What is your Action Plan?
Your attitude makes a difference
Stress management tips for maintaining peak performance
Time management strategies to maximize daily productivity
Setting SMART goals for continuous customer service improvement
End of course revie