Description

5 Star Customer Service Excellence

Course Duration: 2 Days

Introduction

If Jackie Chan and Angeline Jolie walked into your workplace today, how would you behave? If you are like most people, you would drop whatever you were doing and approach them, smiling, ready, and eager to serve them.

What about the rest of your customers? Perhaps you may treat them exactly the same way, or perhaps, that would not happen? In general, customer service has become an overused corporate jargon and rarely lived up to.

This intensive, hands-on, activity-driven program teaches skills that focus on providing service excellence at all touch points with any customers. It helps sharpen the skills of even experienced customer service representatives, empowering you to take advantage of every service opportunity and aggressively expand your business professionally.

Course Objectives

Upon completion of this program, the participants will be able to:

• Create a new relationship with time and results
• Deliver a service experience that leaves a positive, lasting impression
• Develop strategies for dealing with difficult customers
• Have an in-depth understanding of your customers
• Use various customer service strategies to develop winning solutions for your customers

Key Content

Module 1: Overview

• Customer relationship and you
• What customers need
• The value of customer retention
• Relationship marketing basics

Module 2: Interpersonal Communication

• Building credibility
• The 4 communication quadrants
• Identifying personal style of communicating
• Developing your style towards effective relationship building
• Shifting into positive action

Module 3: Being Effective in Communication

• Applying learning in customer service
• What others say and do and what is important to them
• What we do more when interacting with others
• What we avoid when interacting with others
• Revealing our blind spots

Module 4: The 5 Star Customer Service Cycle

• The most beautiful word in any language
• The SMILES process
• Getting things done the customer's way
• The elephant in you
• Promising promises

Module 5: Key Pillars in Communication

• The perfect cup of tea
• Discovery questioning
• Funneling
• Active listening

Module 6: Dealing with Difficult Customers

• Type of difficult customers and how to handle them
• The LIAR model
• Saying the right things
• Finding the best moment
• Dealing with emotions

Module 7: Handling Customer Complaints

• Type of difficult customers and how to handle them
• How to handle customer complaints using EASE
• Customer complaining channels
• Procedures of handling customer complaints
• How to turn complaints into competitive advantage

Module 8: Coaching Wisdom

• Scarcity vs Abundance 
• 4 levels of relationship experience
• The WOW factor
• Creating a relationship commitment contract

Methodology

In this program, you can expect extensive use of case studies, debriefing, dyads, facilitated coaching, feedback, games and activities, group discussions, lectures, psychodramas, simulations, storytelling, and structured instruments.

Target Audience

Customer service executives, managers, line managers and anybody who needs to upskill their current customer service to ensure lasting customer relationships.

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