Customer Service SkillsOverviewGood customer service
is essential to the survival and prosperity of any organisation/service
provider. Delivering
'excellent customer service' however can set
you apart from your competitors, encourage repeat & referral business and
help to establish a long term rapport with your customers.
Delivering '
excellent
customer service' is not about following a pre-determined list of
tasks or reading extracts from pre-prepared scripts, it's a way of life.
This
highly practical course is suitable for individuals in a customer-facing
role who are seeking to develop skills in the pursuit of delivering '
excellent
customer service'.
ObjectivesBy the end of this course,
you will be able to:
-
explain why the delivery of 'excellent customer service' is
so important to your organisation
-
identify the essential elements of effective communication and begin
to apply them when communicating face to face and on the telephone
-
state the importance of 'listening to understand'
-
recognise the importance of building and maintaining rapport with your
customers
To support the achievement of the above, you will have the opportunity to
practise and develop your practical skills using a number of small group,
paired and individual exercises. You will also be encouraged to develop
a
personal action plan to support your continued learning back in the
workplace.
Duration1 full day
Workshop PrequisitesPrior
to attending, you should have a clear idea as to how the course will
benefit you and also be committed to using the knowledge and skills
acquired on your return to the workplace.
Key Areas Covered
-
The DOs and DON'Ts of delivering 'excellent
customer service'.
-
Who are your customers?
-
Identifying the roles of a service provider.
-
Considering a service.
-
Experiences of good and bad customer service.
-
Why is 'excellent customer service' so important?
-
The ladder of loyalty.
-
The impact of an advocate.
-
Seeing the world through your customers' eyes.
-
Customer perception and expectation.
-
The impact of your 'interpersonal skills' on the quality of the
service you provide to your customers - the importance of body
language, tone and words.
-
Developing your listening skills.
-
Developing your questioning skills.
-
Building and maintaining rapport with your customers.
-
Communication filters.
-
Customer choice.
-
Complaint handling/service recovery.
-
Successful telephone techniques.
