The Customer Service Excellence Program
Description:
This program is designed to help develop Customer Service champions tapping the best of their abilities, helping them reach their utmost potential through our 2-day program. We address knowledge, attitudes, skills and habits that make your Customer Service representatives productive and be the best at what they do. As leaders in training and organization development, it’s our duty to help you help yourselves—sign up with us now and see your results grow!
Course Outline:
MODULE 1
- Understanding what our Customers Value
- Importance of our service orientation and philosophy
- Excellent Customer Service Mind-Set
- 6 Levels of Service
- Customer Loyalty
- “Anticipation” as a Customer Service tool
MODULE 2
- Quality Service and its significance in an Exponential World
- Identifying needs of Customers
- 4 types of Customers
- The internal customer
- Creating a positive environment
MODULE 3
- Yesterday Vs Todays Customer service
- Applicable Values for both external and internal Quality Customer Service
- 2 Primary dimensions of Quality Customer Service
- 4 types of Quality Customer Service
- Impact of Quality Customer Service
- Customer Service Culture
- Real Cost of losing a customer
- Service Standards
- Developing Standard Service
- Customer Chain
- Primary and Support Internal Customer Service and its impact on clients
- 3 Circles of Perceived Value
MODULE 4
- Why are Customers Difficult
- Communicating Service
- Barriers to Communication
- Why Customers Quit
- Steps on who to empathize with customers
- Service Recovery
