Excellence Customer Service
Course Overview
During this interactive Excellence Customer Service training program delegates will learn skills and techniques for serving external and internal customers more effectively, and successfully create customer satisfaction, customer loyalty, and customer retention. Participants will practice using simulations, case studies and class discussion of real-life situations – preparing specifically for the customer issues they will actually encounter in the field.
Customer Service is not a department, it is an attitude…
Goal of Course:
The Excellence Customer Service course in Dubai, UAE, SA and beyong aims to provide the basics of customer service. Delegates will learn how to develop and maintain a positive attitude, show extra attentiveness to customers, use customer-friendly language, and deal effectively with customer complaints and problems. Finally, in the Excellence Customer Service course delegates learn how to build rapport with customers, interpret non-verbal communication skills, provide quality customer service over the telephone, and communicate effectively through e-mail.
This course will help you determine what customers wants, and evaluates the service provided.
During our customer service courses, delegates will also learn how to create, implement, and monitor service standards. Course activities also cover developing effective internal customer service ethos to transform the cultural values of an organization and the quality of work with consequent positive impact on productivity and the quality of the service delivery. Finally, delegates will learn how to create excellence customer service climate and foster customer loyalty.
Duration:
3 Days
Language:
English/Arabic
Training Objectives
- Implement service standards.
- Understand how a service oriented organization can achieve a unique market position.
- Understand the importance of great external customer and internal customer service
- Learn the customer-centric steps to improve internal and external customer skills
- Understand the customers
- Learn to manage customers’ expectations
- Examining self-attitude towards customers
- Offer exceptional customer service that guarantees repeat business
- Create a great first impression
- Give warm sincere greetings and fond farewells
- Follow-up on customers query and concerns
- Diffusing customer anger and strategies to deal with the difficult customer
- Complaint handling – turning complaints into opportunities
- Turning customers into business advocates
- Learn to improve external and internal customer service skills
- Learn to create more value and balance with “customers” on and off the job.
Module Outlines
Module 1: Service Mind-set
- Opening & Ice breaker
- Defining customers and customer life time value (CLTV)
- Defining service and service providers (emotional & functional)
- Service Attributes
Module 2: Service Oriented Culture
- The Six Levels of Service
- The impact of service on the company, employees and customers
- Internal & External Customer Experience
- Understanding the customer’s business needs
- Understanding the customer’s problem issues and concerns
- Service Excellence in Practice
- Going the extra mile (meeting & exceeding customers’ expectations)
- External Customer Service Case Study
Module 3: Personalized Service
- Developing & maintaining a positive customer service attitude
- Using the magic words (Showing Empathy & Sympathy)
- Perception points and its relation in building expectations
- Face-to-Face service encounters (importance & do’s and don’ts)
- Importance of body language in transmitting messages
- Addressing complaints
- Maintaining positive attitudes pre & post servicing the customers
- Service excellence through the phone (including phone etiquette, handling call procedures; mute, and wrap-up best practices)
- Over the Phone service (techniques, importance & do’s and don’ts, Tips and Tricks)
- Escalations; techniques and process
- The advantages and disadvantages of telephone communication
- Dealing with “Angry Customers”
Module 4: Service Value and Recovery
- Handling complaints Effectively
- Do’s & Don’ts in responding /replying on written complaints
- Building Service Relations
- Dealing with difficult customers
- Service Recovery and Customer Retention
- The 7 rules in recovery
- Closing & Action Plan
Module 5: Plan for internal and External Service Development
- Wrapping Up
- Identifying external and internal customer service Strengths and Development Areas
- Transferring Learning from the Workshop Back to the Job
- Developed an Action Plan for Becoming more customer service centered
Customized Learning
Leap To Success is offering a variety of learning options to meet current realities and can be adapted to suit your business needs. These options include variants of online, blended and on-site course formats.
Face To Face Learning
Enabling you to have a face to face interactive and engaging learning experiences led by renowned industry experts and thought leaders with extensive practical experience who will employ a variety of interactive learning techniques, including short high-impact videos, case studies, assessments, role plays, in addition to on-going support.
Virtual Learning Labs
Interactive online learning held in real-time using Zoom and are led by international subject matter experts who incorporate case studies, breakout rooms, guided practice, simulations and discussions to maximise your learning experience.
General Methodology
Similar to any L2S training program, this program offers an interactive learning experience in which will allow the delegates to reflect on their learning through an informative, indulging, and fun classroom experience. The design of the training session focuses on the following attributes.
- Concrete Experience: The delegates will learn by doing
- Reflective Observation: Reflecting on the newly experienced skill-set
- Abstract Conceptualization: Developing deeper understanding to the learned concepts
- Active Experimentation: providing the delegates with realistic tools that can be tested in the real life
Specific Methodology
To effectively execute this program and to ensure that the end result is being achieved L2S specific training methodology in Customer Service program is as explained in the below stages:
Activities Brief:
Managing the Moment of Truth:
This training activity is used to highlight the importance of each part of the customer interaction, covering all the ‘little things’ which can make a difference, and to generate an understanding of the impact of the total service experience, encouraging participants to take ownership and look for ways to improve performance.
Customer Service:
Establish fundamental principles for building better relations with customers, service users and everyone in the organisation.
Learning Objectives:
The importance of a consistent service, every day, every customer
- To fulfil your organisation’s mission statement
- To use appropriate communication styles
- To deal with “problems” immediately and never to argue
- To put themselves in the customer’s shoes
- To exceed customer expectations wherever possible
- To know your best customers
- To appreciate the value of ‘internal’ customers
Chinese Towers:
This training activity is used to highlight the importance of each part of the customer interaction, an effective teamwork activity that reminds teams to focus on what the customer wants rather than relying on what they think the customer wants.
Learning Objectives
- How to work in a highly effective team
- To be clear on what the customer wants
- The importance of meeting the customers’ needs
- To avoid making assumptions
- The importance of clear objectives
How I Can Make Sure That I am Achieving What I Want?
Use this training activity with participants to highlight the impact of setting goals, with a clear bias towards setting personal goals, to give guidance on setting and planning their goals, linking in with the needs of the business, and to give them the opportunity to look for ways of achieving their goals with higher personal performance and productivity.
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