Advanced Customer Service



Outline

Unit 1: The World of Customer Service Excellence

  • Excellence in customer service and what it looks like
  • Identifying how excellence in front-line customer service is delivered and managed
  • The psychology of customer care
  • Dealing with criticism, controlling anger and aggression

Unit 2: Communication Master Class

  • How to achieve crystal clear communication
  • Powerful listening and questioning techniques to understand what customers want
  • Typical Customer behaviour patterns
  • Choosing communication channels to increase engagement

Unit 3: Gaining a greater understanding of your company service delivery

  • Who are your internal suppliers and customers?
  • Understanding Porters Value Chain – how do you create value for your customers
  • What are the systems that help you to deliver excellence to the customer?
  • Building lasting rapport with your customers – internal and external

Unit 4: Action Planning to Achieve Customer Service Excellence

  • Developing a plan to deliver excellence
  • Dealing with difficult customers in an assertive way
  • Reviewing the service you offer and developing strategies to strengthen where needed
  • Embracing change for the good of all