Customer Service Excellence

MODULE 1: Introduction and Course Overview


MODULE 2: What is Customer Service?


Learning outcomes: Define your understanding of customer service and what customer service beliefs and expectations are.


Topics covered:

• What is Customer Service?
• Why is it Important?
• Whats in it for Me?
• Customer Service Beliefs

MODULE 3: Who Are Your Customers?


Learning outcomes: Identify who your customers are, and whether each is internal or external.


Topics covered:

• Internal Customers
• External Customers
• Customer Needs

MODULE 4: Understanding Customer Needs and Expectations


Learning outcomes: Understand what is important to your customer, their expectations and what else can you offer them.


Topics covered:

• Types of Expectations
• Meeting Expectations
• Exceeding Expectations
• First Impressions Exercise

MODULE 5: Standards


Learning outcomes: Know the standards set by your organisation for dealing with customers in a variety of settings. Decide how you exceed customers' expectations.


Topics covered:

• Telephone Handling
• Appearance of Facilities
• Appearance of Self
• Face to Face Contact

MODULE 6: Communication


Learning outcomes: Understand what communication is , what barriers there are and how to overcome them. Know how to use active listening techniques effectively..


Topics covered:

• What is Communication?
• Barriers to Communication
• Removing Communication Barriers
• Active Listening
• Listening Quiz

MODULE 7: Telephone Techniques


Learning outcomes: Learn about good telephone technique, transferring telephone calls, putting callers on hold, using appropriate language and taking accurate messages.


Topics covered:

• Tips for a Good Telephone Technique
• Dos and Donts of the Telephone
• Exercise - Taking a Message
• Telephone Message Prompt Form

MODULE 8: Managing Conflict in Customer Situations


Learning outcomes: Acquire methods of dealing with challenging customers, identifying what causes conflict, preventing it and knowing how to respond appropriately.


Topics covered:

• Causes of Conflict
• Levels of Conflict
• Responding to Conflict
• Preventing Conflict
• Resolving Conflict

MODULE 9: Dealing With Challenges


Learning outcomes: Understand how to respond professionally and appropriately to a range difficult situations.


Topics covered:

• Handling Difficult Situations
• Assertiveness & Compromise

MODULE 10: Dealing with Difficult People


Learning outcomes: Recognise when to use different methods to deal appropriately with difficult personalities.


Topics covered:

• A Process Guide to Dealing with Difficult People

MODULE 11: Seven Steps to Customer Problem Solving


Learning outcomes: Learn how to resolve customer problems using a seven step process.


Topics covered:

• Problem Situations

MODULE 12: The Recovery Process


Learning outcomes: Understand how to solve customer service problems once they've been identified and recognise the need for flexibility.


Topics covered:

• Six Steps to Recovery

MODULE 13: Eliminating Customer Service Problems


Learning outcomes: Learn about how to use a series of 'inspection and analysis tools' to address customer service issues.


Topics covered:

• Inspection and Analysis Tools
• Critical Evaluation
• Informal Surveys
• Focus Groups
• Nominal Group Technique (NGT)
• Cause and Effect or Root Cause (Fish Bone)
• Brainstorming
• Benchmarking

MODULE 14: Doing Your Part


Learning outcomes: Recognise how to develop and maintain relationships, understand communications styles and the impact of your own behaviour.


Topics covered:

• Developing and Maintaining Relationships
• The Likeability Factor
• How to Feel Powerful in Your Position
• Positive Language Exercise

MODULE 15: Your Personal Action Plan