Extraordinary Customer Service

Course Details


Exceptional customer service is one of the most important things that will differentiate your business from your competition. In order for a business to grow, it is essential to develop a strong customer-focused culture.

Duration:

1 Day

Audience:

Service staff, salespeople, or anyone who comes into contact with customers.

Benefits:

  • Improved customer satisfaction and loyalty
  • Customer referrals and excellent word of mouth advertising
  • Increase employee satisfaction

Course Content


Key Topics

  • Confidently work "one-on-one" with all types of customers
  • Build rapport, uncover needs, listen, clarify, explain, and manage conversational flow
  • Handle complaints, difficult customers, conflicts, negotiations, and challenging situations
  • Avoid misunderstandings, manage expectations, and take responsibility Surpass expectations, go the extra mile, delight customers, and build longterm loyalty

Understanding Customers

  • Values - customer values, value to your business
  • Needs - what you need to do to satisfy this customer
  • Wants - respect, fairness, friendliness, knowledge, confidence

Showing that you Care

  • What is service? Every customer is No. One.
  • Attitude
  • Communication
  • Voice, tone and speech
  • Language - Choice of words
  • Actions and body language
  • Telephone styles

Dealing with Customers

  • Opening the customer service calls
  • Questioning to determine callers' needs
  • Honing your listening skills
  • Active listening
  • Confirm your understanding
  • Putting It All Together
  • Closing customer service calls or meetings

Follow up Actions

  • Responding Customer Requests
  • Tell the customer what to expect
  • Give 'Em What They Want
  • Confirm customer satisfaction
  • Uncovering additional opportunities

Dealing with Difficult People and Situations

  • Keep Your Cool, Lose Your Pride
  • Maintaining your poise with challenging calls
  • Preventing challenges from escalating
  • Dealing with upset callers
  • Calling for Reinforcements & Asking for help
  • Put It in Perspective
  • Bouncing back from challenging calls

Understanding Different Personality Types

  • Identifying different personality types
  • Altering your behaviour to your customer

Event Properties

Event Date 21-02-2018
Event End Date 21-02-2018
Individual Price $572.00
Course Code ECS
Location
Corporate Training Solutions Australia
Level 19, Waterfront Place, 1 Eagle St Brisbane, QLD 4000 Australia
Corporate Training Solutions Australia
We are no longer accepting registration for this event

Group Rate

#Registrants Rate/Person($)
3 543.40
4 514.80
$572.00 10

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