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You Will Learn How To
- Provide exceptional customer service that achieves results and gets noticed
- Adopt the skills and techniques that routinely deliver positive customer experiences
- Maximise the value of your customer interactions
- Deal effectively with difficult customers and turn complaints into opportunities
- Contribute to a customer-centric culture and achieve greater personal growth and customer satisfaction
- Demonstrate a positive, confident and professional approach with internal and external customers
Course BenefitsProviding outstanding customer service often makes the difference between gaining and keeping a customer or losing one. This course offers the tools and techniques to ensure you build and maintain mutually beneficial relationships with your customers. As a result, they become loyal advocates for you and your organisation.
Who Should AttendAnyone who needs to interact effectively or build relationships with external or internal customers. This includes help desk, technical support, front-line or support staff. This course may also be of interest to managers and team leaders wishing to coach and develop staff performance toward a customer-focused culture.
RealityPlus™A media-rich environment immerses you in real-life customer service situations. Experiential activities, including role-playing, and simulated video and audio scenarios, allow you to practise the skills presented throughout the course. Activities include:
- Profiling your customer service skills
- Defining customer service excellence
- Connecting with the emotional aspects of the customer experience
- Assessing customer expectations
- Modelling effective responses to typical customer service scenarios
- Handling customer complaints and difficult situations
- Putting the customer first in a simulated situation
- Creating a personalised postcourse action plan
Course ContentCustomer Service Excellence: Why It Matters
The importance of How
- Focusing on the how as well as the what
- Developing a relationship of mutual trust
- The Five Key Values of Customer Service
- Creating a definition of excellence
Creating the Customer Experience
Emotional aspects of the customer experience
- Making the initial connection with the customer
- Presenting a positive first impression
- Influencing customer perceptions
- Exceeding customer expectations
Identifying the differentiators of excellence
- Taking responsibility for demonstrating customer care
- Navigating the customer through the process
- Instilling confidence with a personal approach
Fostering long-term relationships
- Adopting a positive mental attitude (PMA)
- Small actions that ensure attention to detail
Communicating Effectively with the Customer
Developing excellent communication skills
- Establishing rapport with your customer
- Personalising the message
- Matching words and nonverbal signals
What you say and how you say it
- Verbal and vocal techniques that work
- Avoiding the quirks and distractors
- Banishing jargon to create clarity
Adopting a problem-solving approach
- Turning active listening into problem solving
- Employing questioning techniques that focus on outcomes
- Encouraging a spirit of enquiry rather than adversary
- Moving to a team approach with the customer
Achieving results for the remote customer
- Choosing and using appropriate media
- Applying best practices in call centre etiquette
- Top tips for e-customer care
Dealing Constructively with Tough Situations
Calming upset customers with active listening
- Demonstrating emotional intelligence
- Displaying empathy and showing neutral support
- Establishing rapport and defusing anger
- What you should not say to an upset customer
Techniques for dealing with difficult people
- Remaining objective in challenging situations
- Personalising and depersonalising messages
- Asserting your position through polite repetition
- Handling the obstinate customer
Transforming complaints into opportunities
- Generating useful feedback and learning
- Turning a negative situation into a loyal customer
- Tapping into the potential advocate within your customer
Contributing to a Customer Service Culture
Demonstrating leadership in customer service teams
- Mapping the internal customer network
- Strengthening weak links in the chain
- Influencing a customer-centric corporate culture
Measuring customer satisfaction
- Setting and monitoring performance standards
- Tracking progress with internal indicators
- Enabling customers to express satisfaction
- Constructing a customer service charter
Monitoring the team's development
- Seeing customer service as an attitude, not an accident
- Coaching your team for success
Making Excellence a Habit
The characteristics and practices of excellence
- "Sharpening the saw" to hone your customer service skills
- Projecting a professional image with internal and external customers
- 10 rules that epitomise success
- Measuring personal growth and achievements
Executing your personal action plan
- Constructing personal development goals
- Committing to immediate action
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RealityPlusTM is a trademark of Learning Tree International, Inc.
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Course Dates
| 10 - 12 Oct | Stockholm enrol | UK Dates | | 4 - 6 Jul | London enrol | | 21 - 23 Nov | London enrol | | 26 - 28 Mar | London enrol | US Dates | | 23 - 25 May | New York enrol |
More Dates and Locations.
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On-Site &
Custom Training
Bring this or any Learning Tree course to your location or have it customized for your organization.
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Kursdeltagarnas genomsnittsbedömning
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De senaste 12 månadernas bedömningar |
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5 stjärnor:
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91 % |
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9 % |
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"Min kursupplevelse med Learning Tree var fantastisk! Det var den första kurs jag gått och tänkt: 'Oj, jag har verkligen lärt mig något den här veckan.' Det som verkligen är bra är att instruktörerna använder kunskaperna varje dag i verkligheten. De upprepar inte om och om igen något de lärt in. De lyckas förklara hur man ska tillämpa kunskaperna, vilket gör stor skillnad." |
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