Customer Service and Business Etiquette
Course Overview
During this interactive program delegates will learn skills and techniques for serving external and internal customers more effectively, and successfully creates 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:
This course provides the ethos of professional customer service. Delegates will learn how to develop and maintain a positive attitude, develop proactiveness towards customers, show extra attentiveness, provide solutions, use customer-friendly language, and deal effectively with complaints and problems. Finally, delegates learn how to build rapport with customers, interpret non-verbal communication skills, provide quality customer service over the telephone, and communicate in a professional way leading them to project great image about the company.
Delegates will also learn how to adhere and self-monitor the service standards.
Duration:
2 Days
Language:
English/Arabic
Training Objectives
- Implement service standards.
- Understand what does it take to achieve service excellence and ensure customer delight
- Understand the importance of great external customer and internal customer service
- Learn the customer-centric steps to improve external customer skills
- Steps needed to understand the customer’s needs
- Learn to manage customers’ expectations
- Developing self-attitude towards customers
- Offer exceptional customer service that guarantees repeat business through presenting solutions
- Understand the Service Quality principles related to protocol, etiquette, and courtesy
- Implement the SPECAIL Service Module
- 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 create more value and balance with “customers” on and off the job.
- Understand and Implement the BEST service Module (Bend, Empathy, Sympathy, Thanking)
Module Outlines
Module 1: Getting Started
- Opening & Ice breaker
- Program objective’s and guidelines
Module 2: The Service Standards (In correlation with “Emotional Ladder of Service”)
- Discover the “Emotional Ladder of Service”
- The 5 Levels of Service Quality©
- Understand the increasing levels of customer expectations
- Set service improvement goals
- Learn how customers perceive the service
- Service evaluation
- Service vulnerability
- Personalization of Service
Module 3: The Service Oriented Culture
- Understanding the emotional service drivers versus the functional drivers
- Putting “SERVICE EXCELLENCE’’ into practice
- Maintaining positive attitudes pre-& post service
- The impact of implementing “SERVICE EXCELLENCE’’ on customers
- The Four Quadrants of Service Communication©
- Understanding the customer’s and providing solutions
- Going the extra mile (meeting & exceeding customer’s expectations)
Module 4: Eliminating challenges through SPECIAL service
- The SPECIAL model
Speed and time
Personal / personalize
Expectations – manage and exceed
Competence / courtesy
Information
Attitude
Long-term relationship and follow-through
- Qualities Service Champion
- Applying the SPECIAL qualities to your job
Module 5: Service Communication & Personalization
- Why Customer Centricity is the most effective service behavior
- Using the magic words (Showing Empathy & Sympathy)
- Perception points and its relation in building expectations
- Building Trust with Customers
- Types of Customers Relationship
- Providing recommendations and solutions to customers (Becoming A Trusted Advisor)
- Proactive Service Environment
- Working with Different Personalities
Module 6: Understanding Business Etiquette and Customer Service
- What is Etiquette? What is Business Etiquette?
- Communication Skills for Face to Face service and Phone handling techniques
- Basic guidelines of the dress codes.
- The relation between Etiquette and Enhancing client service
- Building the Service language (Written, Verbal and Face-to-Face)
- DO’s & Don’ts while handling face to face service and over the phone
Module 7: Service Retention and Recovery
- Why do customers leave and complain?
- Handling Customer’s Queries
- Addressing complaints
- Escalations; techniques and process
- Handling Customer’s Complaints (Face to Face & Over the phone)
- Do’s & Don’ts in handling complaints
- Dealing with difficult & angry customers
- Service Recovery and Customer Retention
- The 7 rules in recovery
Module 8: The Full picture
- Action plans
- Learning Diary
- Summary of key learning points
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
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 Handling Techniques:
This training activity is used to highlight the importance of building effective customer relationships, giving participants an opportunity to discuss and agree what ‘good service looks and feels like’, and understand the potential impact on the business of providing anything other than the highest standard of service to their customers.
Attitude is everything
- What did we forget
- Service or Nervous
- Being Yourself and Sounding Your Best
- A Service Image In the Absence of Body Language
- What You Say and What it Means
- Planning the Ideal Answer
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
Sign Up For the Course