4.7 (2415 reviews)
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.
Course Overview
Learning Outcomes
- Confidently work 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 long term loyalty
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
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
Delivery Options
Delivery
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Classroom sessions are delivered at a nominated location (Private courses only). Inclusions: |
Full Day Sessions: Half Day Sessions: |
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Live online sessions are instructor-led in a virtual environment, providing hands-on instruction and practical activities for participants. Participants can see the instructor screen and interact with the instructor and other participants. Instructor can assist participants on their screen if necessary. Participants can join a session from any location using the Course Invitation. There is no need for software just a computer with an internet connection and a browser. Public sessions are conducted through Live Online. Inclusions: |
Full Day Sessions: Half Day Sessions Times:
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Available Extraordinary Customer Service courses
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