Course Detail

The Goals

By the end of the course delegates will be able to:

• Describe the best practices of a world-class customer service provider.
• Develop a customer-focused mindset for continuous improvement.
• Identify key components that promote customer retention and loyalty.
• Measure customer service standards.
• Develop an understanding of internal and external customer expectations.
• Use the phone more effectively and leave professional voicemail messages.
• Communicate more effectively by utilizing active listening and questioning skills.
• Successfully apply the principles of persuasion to key negotiation situations.
• Give and receive feedback in a constructive manner.
• Understand the importance of written and electronic communication.
• Use nonverbal communication to make a positive first impression and build rapport quickly.
• Set SMART goals to increase productivity.
• Understand the importance of customer and organisational confidentiality.
• Utilize stress management techniques to increase job satisfaction.
• Use conflict resolution skills to work with difficult or demanding customers in a professional manner.
• Manage their emotions during stressful situations.
• Appreciate the importance of teamwork and maintaining a positive attitude.

The Process

This highly-interactive course encourages delegate participation through a combination of group discussion, practical exercises, videos, role-play sessions, case studies, breakout sessions, and teambuilding activities. Delegates will utilize best practices and benchmarking to model world-class customer service excellence. The comprehensive course manual has been designed to be practical, easy to use, and facilitate learning.

The Benefits

Delegates will discover how to:

• Work effectively with difficult or demanding customers in a calm and professional manner.
• Use body language to build trust and instant rapport with customers.
• Utilize best practices of world-class customer service providers.
• Improve productivity by setting SMART goals for continuous customer service improvement.
• Encourage customer feedback and measure customer satisfaction.
• Adjust their temperament style to become more versatile, adaptable and highly successful.
• Use proven strategies to help their organisation achieve customer service excellence.
• Develop active listening and questioning skills to better communicate with customers.
• Use effective negotiation principles to promote win-win outcomes.

The Results

• A shared organisational customer-centric service vision.
• Improved organisational professional public image.
• Higher customer satisfaction and loyalty.
• Improved conflict resolution skills.
• Enhanced nonverbal and written communication skills.
• Better intra/inter departmental teamwork.
• Improved interpersonal skills.
• Increased customer retention and revenue growth.
• Greater job satisfaction and career advancement potential.

The Core Competencies

• Persuasion and negotiation skills.
• Conflict resolution skills.
• Nonverbal communication skills.
• Written communication skills.
• Listening and questioning skills.
• Teambuilding and leadership skills.
• Stress management skills.
• Phone calling effectiveness skills.