Customer Service Skills
This training course will introduce you to new skills that will help increase your performance and the support you offer your team, department and manager.
Connecting with your customers on an emotional level is the key to establishing a lasting relationship with your brand – organization. It is imperative to go beyond simply delivering your product / service and develop strong bonds with your customers, providing a unique customer experience by proactively anticipating your customers’ expectations and exceeding them, every time.
It costs five times as much to win a new customer than to keep a currently one. Excellence in Customer Service is an attitude engrained in every department and it begins and ends with all the people at all levels.
Uncover the secrets and strategies of building a business based on improving and gaining outstanding levels of customer service and satisfaction. The program includes understanding what customer satisfaction is all about, How to build up trust and effortless rapport with your customers and get a ‘win-win’ outcome with your customers. Identify the needs and requirements of your customers. Understand internal and external customer stress. Develop techniques and strategies to handle complaints effectively. How to use techniques to re-focus irrational conflict behavior.
When you have completed this training program you will be able to define the key concepts associated with Customer Service Skills and you will be able to:
- Understand and empathize with customers to build positive relationships.
- Ensures that customer service representatives have in-depth knowledge to address.
- Emphasizes the importance of finding solutions that meet both customer needs and company policies. customer queries and concerns accurately.
Introduction
What is Customer Service?
- Meaning & Methods
- Syndicate Exercises
Why Should We Serve Customers?
- Need for Customer Service
- Its importance and effects
- Group Exercise on “Need for Customer Service”
Who are our Customer?
- Concept of Internal & External Customers
- Types of Customers
- Syndicate Exercise
What Do Customer’s Expect? (Internal & External)
- Setting Service Standards – Measure & Evaluate
- Understanding Customer Needs (different ways – interview etc.)
- Case Study
How To Serve Customers – 1
- Body Language
- Listening Skills
- Verbal Communication
- Time Management
- Telephone Behaviour
How To Serve Customers – 2
- Planning
- Organizing
- Implementing
- Feedback & Follow Up
- Improvement
Managing Customers
- Handling Customer Behavior
- Handling Customer Complaints
- Understand the Voice of the Customer
- Role Play
Service Skills
- Communication & Interpersonal Skills
- Team Work
- Problem Solving
- Case Study
Customer Service
- Service Standards
- Service Culture
- Service Chain
- Service Slogan
Here is what some of the previous participants of this program had to say:
“We learnt a lot of new techniques which will help us to implement in our organisation”
“It was brought across to us in a such a way that we have go back and implement”
Beginning of the program:
Each participant has to fill in a pre-training need form to ascertain their expectations that can be catered to by the facilitator.
At the end of the program
Each participant has to submit a Post Training Action plan for implementation and to ascertain the Return on Investment.
