Details

Course Overview

This course provides a comprehensive exploration of customer service principles and practices, equipping participants with essential skills for delivering exceptional customer experiences. Through a mix of theoretical foundations and practical applications, learners will discover how to effectively communicate with customers, understand and address their needs, and manage challenging interactions. The course also emphasizes the importance of internal customer service, managing expectations, and service recovery, all aimed at fostering customer loyalty. By the end of the course, participants will have a solid foundation in customer care essentials and be prepared to apply best practices in various customer service scenarios.

Course Objectives

1. Understand the Core Principles of Customer Service: Define key concepts and recognize the impact of quality service on customer satisfaction and organizational success.
2. Identify and Differentiate Customer Types and Needs: Learn to distinguish between internal and external customers and tailor services to meet diverse requirements.
3. Develop Effective Communication and Professional Skills: Strengthen verbal and nonverbal communication abilities, enhance active listening, and adopt professional behaviors for positive customer interactions.
4. Manage Customer Expectations and Handle Difficult Situations: Gain strategies for managing customer expectations, calming upset customers, and professionally addressing challenging scenarios.
5. Apply Practical Skills for Customer Satisfaction and Service Recovery: Engage in role-plays and practical exercises to simulate real-world customer interactions, focusing on achieving service recovery and building long-term customer loyalty.

 Course Content

1: Foundations of Customer Service

• Definitions and concepts, including service and quality requirements
• Importance of customer service and cost of poor service
• Customer care foundations and learning from industry leaders

2: Understanding Customer Types and Needs

• Identifying internal vs. external customers and their requirements
• The service-profit chain and internal customer service practices
• Managing and meeting customer expectations for quality service

3: Effective Communication and Professional Behavior

• Verbal and nonverbal communication skills, active listening, and phone etiquette
• Principles of professional behavior, interpreting body language
• Assertive, passive, and aggressive communication styles

4: Managing Difficult Situations and Customer Expectations

• Calming upset customers and avoiding negative phrases
• Handling rising customer expectations and service quality factors
• Dealing with challenging personality types and the customer loyalty ladder

5: Practical Application and Service Recovery

• Role-plays for dealing with different personalities and situations
• Exercises on effective communication and behavior
• Strategies for service recovery and maintaining customer loyalty

 Who should attend

Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists as well as managers who want customer service training in order to reinforce their skills and train their staff.

Course Methodology

Several methodologies are used in this course. In addition to brief presentations by the consultants, we use case studies, self-awareness exercises, exercises to practice some of the methods learned during the course, video clips and role plays.