Principles of Customer Service
Course Overview
This is a customized fun and engaging 2 days (4 modules) training that is tailored to meet BUPA’s requirements in building the needed service mind-set and to arm its employees with the best tools and practices available in order to provide great service to the customers.
During the training your customer service delegates (Face-To-Face & Telephone Reps) will learn the essential skills and techniques in serving external customers effectively & successfully.
Goal of Course:
Participants will practice the needed skills using simulations, videos, case studies and class discussion in addition to real-life situations (from the field) to prepare them specifically for the customers’ issues that they will actually encounter when they go back to their workstations.
Course Aims: To provide front line customer service staff with the information and skills in order to achieve the best customer satisfaction that is aligned with BUPA’s vision and mission in addition to its internal & external service culture.
Duration:
3 Days
Language:
English/Arabic
Training Objectives
- Implement service standards.
- Understand the customers
- 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
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 Five Levels of Service
- The impact of service on the company, employees and customers
- Understanding the customer’s problem issues and concerns
- Service Excellence in Practice
- Going the extra mile (meeting & exceeding customers’ expectations)
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 written complaint and replying to the customers queries
- Do’s & Don’ts in replying on written complaints
- Building Service Relations
- Dealing with difficult customers
- Service Recovery and Customer Retention
- The 7 rules in recovery
- Closing & Action Plan
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
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