Course Overview
Today’s world brings the customer a never before seen selection of goods and services in every part of life. How the customer appraises the goods and services greatly depends on the individual experience. But great customer services does not just fall from the sky, it requires deliberate action, developed procedure and listening, communicating and relating to the customer. However, the current practice shows us there is still lot to be desired when we are talking about customer service. The goal being delivery of exceptional customer service, there is still much work to be done, in way of improving dependability and stability. This course is designed to bring customer service professionals means, methods, instruments and talents which will increase the level of achievement in both internal and external customer relations, while also providing ground for reaching higher levels of service, gratification and allegiance.
Course Objectives
After the Workshop, You Will Be Able To:
- Assess your own strengths and development needs regarding your service delivery
- Understand your internal customer-service chain and the interdependency of the entire organization in service delivery
- Identify key competitors and why improving the level of service is important for business strategy and success
- Use the Service Impact Model to understand how varying service levels impact customer behaviour based on their service experience and memories
- Identify the emotional impact of service and how it affects customers
- Identify five major customer motivators and their impact in service delivery
- How to handle complaints
- Complete customer profiles to assess customer needs, prime motivators and current product knowledge
- Establish rapport, identify customer requirements and the most appropriate style for engaging the customer
- Guide customer knowledge, handle customer questions and objections, and endorse agreements or decisions
- Improve telephone skills using ten proven tips and a strategic questioning process
- Solve problems by getting to the root cause of the customer issue
- Recognize the symptoms of stress and reduce the levels of stress in the customer-service role
- Identify top time-wasters and discover how to manage your job instead of letting your job manage you
- Analyze your personal time log to increase efficiency