Service Excellence
Course Overview
Service Excellence Training is a specialised Customer Service course that aims to develop and fine-tune customer service skills. Your staff will learn customer service skills and techniques for serving external and internal customers more effectively, and successfully collaborating with each other to enhance the service value chain across the organization. Participants will practice using simulations, case studies and class discussion of real-life situations – preparing specifically for the customer issues they will actually encounter on day-to-day bases.
Goal of Course:
This service excellence training tackles the service excellence subject in a unique way. 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, delegates learn how to build rapport with internal and external customers, interpret non-verbal communication skills, provide quality customer service at each encounter, whether emails, or face-to-face using customer service training skills.
Delegates will also learn how to create, implement, and monitor service standards. Service Excellence training course activities also cover roleplays, business simulations and empowering employees, in order to elevate the service behaviour within the organization. Finally, delegates will learn how to create a customer service climate and foster customer loyalty.
Customization: Case Studies, Gamifications, Simulations and Experiential Learning Design will be customized in the diagnostic stage after signing agreement.
Duration:
2 days
Language:
English / Arabic
Training Objectives
- Understand & Implement the 3 service excellence landmarks
- Develop an understanding of internal and external customer expectations
- Describe the practices of a world-class customer service provider and model their own performance on those practices
- Offer exceptional customer service that guarantees repeat business
- Examining self-attitude towards customers
- 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
- Establish the importance of setting and reviewing customer service standards
- Communicate more effectively by utilizing active listening and questioning skills
- Demonstrate how to deal with difficult customers effectively
- Set SMART objectives and goals to increase daily productivity
- Utilize stress management techniques to reduce tension among departments
- Utilize interpersonal skills as vital tools in the provision of customer service
Module Outlines
Module 1: The Service Excellence Path
- Opening & Ice breaker
- Service Attributes
- Service as business continuity and driving force
- Defining customers and customer life time value (CLTV)
- Defining service and service providers (Emotional & Functional)
- Crossing to the Extra mile
- The Impact of Blame Culture on customers and business continuity
Module 2: Service Quality
- Service Quality Impact on the organization
- The Expectation Game
- Managing Internal and External Customer’s Expectation
- The Levels of Service Quality
- The Impact of Consistent Service on the work Environment
- Achieving the Service KPI’s
- Best Practices in Handling Customer Cases
- Best Practices in Face-To-Face Communication (importance & do’s and don’ts)
- Best Practices in Telephone Handling (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)
- The advantages and disadvantages of telephone communication
- Setting Service Improvement Plans
Module 3: Service Communication & Personalization
- Why Customer Centricity is the most effective service behavior
- Developing & maintaining a positive customer service attitude
- Using the magic words (Showing Empathy & Sympathy)
- Perception points and its relation in building expectations
- Importance of body language in transmitting messages
- Addressing complaints
- Maintaining positive attitudes pre-& post servicing the customers
- Building Trust with Customers
- Types of Customers Relationship
- Handling Customer’s Complaints and Queries
- Proactive Service Environment
- Working with Different Personalities
- Building Service Relations
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 of customer service and support ‘superstars’
- Applying the SPECIAL qualities to your job
- Applying CAPs as means of internal business development
- Practical exercises
Module 5: Service Value and Recovery
- Service Recovery and Customer Retention
- The 7 rules in recovery
- Escalations; techniques and process
- Handling written complaint and replying to the customers queries
- Do’s & Don’ts in replying on written complaints
- Dealing with difficult & Angry customers
- Measuring the Customer Satisfaction
- 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
Activities Brief
Managing the Moment of Truth:
This service excellence 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.
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.