Mastering Exceptional Customer Service Delivery

Course Objectives:

1. Demonstrate Effective Customer Service Approach: Learn and apply customer service principles to interactions with customers.
2. Understand Behavioral Impact: Recognize how personal behavior influences customer behavior and interactions.
3. Develop Problem-Solving Skills: Enhance confidence and proficiency in addressing customer concerns and resolving issues effectively.
4. Handle Difficult Customers: Acquire techniques and strategies to manage challenging customer interactions with professionalism and composure.
5. Commitment to Customer Service: Make a conscious choice to prioritize and deliver exceptional customer service consistently.

Course Overview:

The course begins with introductions and discussion of participants' expectations and objectives for the workshop. Key components of the course include:

1. Understanding Customer Service: Define customer service and explore the six essential elements that underpin exceptional service delivery.
2. Identifying Customers: Explore the distinctions between internal and external customers, as well as their fundamental needs and expectations.
3. Meeting Customer Expectations: Focus on critical areas where customers have expectations and align service delivery accordingly.
4. Setting Goals and Targets: Learn to establish long- and short-term goals and develop a personal vision for customer service excellence.
5. Organizational Standards: Align individual performance with organizational expectations and customer service standards.
6. Employee Engagement: Recognize the importance of fostering a customer service philosophy among all employees.
7. Communication Skills: Develop essential communication skills such as empathy, active listening, and effective questioning techniques.
8. Telephone Techniques: Learn best practices for handling telephone interactions, including greetings, call management, and managing difficult situations.
9. Dealing with Difficult Callers: Practice strategies for handling various types of challenging callers through interactive exercises.
10. Assertive Problem Solving: Develop assertiveness skills and strategies for addressing unexpected challenges and conflicts.
11. Conflict Resolution: Explore methods for managing and resolving conflicts effectively in customer interactions.
12. Problem-Solving Strategies: Learn systematic approaches and practical techniques for solving customer problems and turning unhappy customers into advocates.
13. Customer Service Measurement: Understand the importance of measuring customer service effectiveness and explore methods for collecting feedback.
14. Reinforcing Customer Service Focus: Discover strategies for maintaining a customer service-oriented culture and reinforcing positive behaviors.
15. Stress Management: Learn techniques for managing stress in customer service roles to maintain professionalism and well-being.

The workshop concludes with a comprehensive wrap-up, allowing participants to reflect on key learnings and strategies for applying them in their roles effectively.