Who are the most important people in your organization? It may come as a surprise to learn that the most important people are your employees - not your customers. Customers come second. Without qualified and well-trained employees committed to strong customer service all of your efforts to please customers will be fruitless. Customer Service training is a positive tool for companies to provide employees with the information and skills they need to meet customer needs.
Customer Service should not be considered a one-time or annual event. Customer Service training is an ongoing process that needs to be incorporated into the organization's culture and its way of doing business. It starts here in training. It should be based on the needs of your company, the skill level of your employees – and what your customers need!
By the end of the training course, participants will be able to:
Understand what Customer Service means in relation to internal & external customers.
Improve communication skill for sales and service personnel.
Solve problem professionally with Customer Service issues.
Recognize how one's attitude affects service standards.
Master ways to develop & maintain a positive, customer focused, attitude.
Develop needs analysis techniques to better address customer needs.
Learn outstanding Customer Service techniques to generate return business.
Learn techniques for developing good will through in-person Customer Service
Master techniques for dealing with difficult customers.
Acquire tools for recovering difficult customers.
Module 1: Introduction to Customer Service
What is Customer Service?
Who are Customers (internal/external)?
Who are Customer Service Providers?
Why does effective Customer Service matter in the company?
Building good relationships with customers
Module 2: Delivering Effective Customer Service
Establishing Your Attitude
Grooming does matter
The power of smile
Identifying & Addressing Customer Needs
Customer needs and expectations
Understanding the customer’s problems
Understanding the message
Good listening techniques
Staying outside the box (not jumping to conclusions)
Meeting the basic needs – the need to be understood, feel welcome, feel important and feel comfortable
Making Sure Your Customers Return
Why customer do not return
Providing services more than your customer expects – going the extra mile!
Module 3: Managing for Total Customer Satisfaction
Handling Customer Complaints
Why customer complains?
Problem Solving skills
Recovering Difficult Customers
Establishing common ground
Setting your limits
Managing your own emotions
Setting Standards for Effective Customer Care
Building a Service Culture
Module 4: Improving Customer Satisfaction through Effective Communication
Ways of relating to others: being passive, assertive and aggressive
Goal of Assertive Communication
Benefits of Assertive Communication
Types of Assertion