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Objectives

Upon Completion of The course, Participants will be able to:

• Explain why giving good service is important
• Define what customers are looking for in terms of service provision
• Describe how to use Quality Management tools and methods
• Build strong customer relationships
• Help influence and set customer expectations
• Measure their own degree of customer focus and be able to apply a variety of methods to get closer to the customer
• Implement improved people skills to enhance customer service
• Improve service to internal customers as well as external customers
• Use skills to build effective relationships
• Describe the practices of a world-class customer service provider and model their own performance on those practices
• Assess the current value of your organisation’s “customer experience”
• Develop interpersonal skills to a higher level
• Describe how to deal effectively with difficult customers
• Explain how to turn complaints into opportunities
• List the ways in which customer service can be measured as an individual and how to score highly on these measures
• Highlight the value of asking for and giving feedback to customers regarding service
• Develop personal methods for handling stressful situations
• Implement personal motivation techniques to create excellent first impression

The Delegates

• All business professionals in customer facing positions or with specific responsibilities for Service Quality and Customer Satisfaction
• Personnel new to the role, as well as more experienced officers seeking to examine and enhance their service quality and customer satisfaction skills
• Experienced customer service givers who wish to upgrade their service skills.

The Contents

Introduction and course overview.

The benefits of excellent customer service

• Customer Service Principles, Evolution and Purpose
• The benefits of excellent customer service
• Customer psychology: what are your customers expectations?
• Serving the internal customer
• World-class service – a modelling exercise
• Creating ‘magical’ experiences for your customers
• What do the customers see

People Skills to Deliver Excellent Customer Service

• Back to basics – communicating with our customers
• Identify Listening Styles for you and your customer
• People like people like themselves – how to be liked by the customer
• Four customer personality types
• Listeners are said to be the best communicators – how to perfect your listening skills
• Questions, questions, questions – if you don’t ask, you won’t find out
• What am I saying when I am not speaking – how to read body language signals
• The do and don’ts of communicating effectively
• Building Rapport
• Influencing skills
• Persuasion techniques
• Dealing with Difficult Customers
• Understanding Customer Behaviours
• Understanding where Anger comes from
• Developing Emotional Intelligence
• How well does your organisation/department communicate the customer service message to your colleagues

Introducing Quality Management and Customer Services

• Introduction to Quality Management
• The history of Quality in business
• Basic Quality concepts
• What is it that Customers want
• How can we calculate the total cost of Quality
• Customer satisfaction is a perception and can be managed
• Setting customer expectations
• Changing internal perceptions
• Getting closer to customers
• Understanding customer needs and expectations
• Commitment starts at the top of the organisation

Service Quality – Tools and Techniques

• Five steps to Effective Quality Management
• Beginning with measurement
• Then we need methods of Control
• Continuous Improvement
• Service Quality Tools and Techniques
• Questionnaires
• Pareto Analysis
• Nominal Group Technique
• Cause and Effect Analysis
• Solution Effect Analysis
• Selection Grid

How to turn difficult situations into opportunities

• Why do customers complain?
• Why should we encourage complaints?
• The Customer Loyalty Chain
• Customer behavioural types and how to deal with them
• Understanding and managing emotions
• Creative thinking to go that ‘extra mile’

Getting the right customer service attitude

• Saying ‘no’ professionally
• Avoid taking things personally
• Customer service values and guiding principles, vision and mission
• Practical case studies: the 5 things customer-first organisations always do
• Measuring performance
• Action planning and job tools included

Measuring and monitoring individual customer service

• Encouraging feedback from customers
• Encouraging feedback from colleagues
• Measuring your customer service
• Observation and monitoring
• Coaching and mentoring
• Empowerment and Customer Service

Managing Customer Expectations

• Exceeding customer expectations every time
• Determining how to exceed expectations
• It’s the little things that matter – increased satisfaction at minimal cost
• Asking for feedback on performance
• Ongoing evaluation of effectiveness to ensure satisfaction
• Maximise the value you deliver
• Understanding different customer styles

Making it happen

• A look at Quality Management Systems
• ISO, Balanced Scorecard, Six Sigma
• Producing a Plan of Action
• Improving customer Satisfaction in 5 quick steps

Course summary .

 

The Discount

10% in case of Three P. (or more)