Course Description
The A to Z of Customer Service
Fundamental Workshop:
Program
Objectives
At
this program's conclusion, participants should be able to:
- Recognize and embrace the
importance of a great greeting.
- Effectively handle interactions
with customers from other cultures and customers with disabilities.
- Describe how service over the
telephone differs from in-person interactions.
- Send professional,
customer-centric email correspondence.
- Articulate the importance of
leading service.
Agenda
Customer Service Management
· Defining what service means
· Learning the types of customer service behaviors in person and by phone
o Making a customer Happy is job #1
· Knowing the difference between Customer focus and service oriented
o Follow up satisfaction
· Learning your customer service profile (assessment included with program)
· Interactive Activity
Understanding Customer Value and Service Oriented
· 12 learning keys to identifying and understanding the customer value
· Defining your company Value to the customer (Interactive Activity)
· 15 Steps in delivering superior customer value for sustainable competitive advantage through listening, voice tone, behaviors, and engaging the customer
· Interactive Activity
Managing Customer Information
· Understanding the customer and what that means domestically within the USA and internationally
· The background profile – defining customer identity
· The consumption profile- understanding customer value
o Steps on how to manage complains
o The Follow-up process
· Framing the customer focused analysis and identifying your customer service profile (interactive activity)
Creating and Delivering Superior Customer Value Service
· Steps to translating customer needs to product concept
· How to look for customer value opportunities through your service skills
· Ensuring customer-focused value through exceptional service
· The importance of staging the customer interaction
o Managing conflict style behaviors
o Resolving problem styles
o Communication styles
o Listening styles
o Customer Centric styles
· The DNA of Service Excellence
o Managing stress behaviors
· How to measure your customer service skills
· Interactive Activity
Performance: Your Role of a Lifetime
· Present your best face or voice forward
· Maintain a Positive Attitude
· Exude Confidence
· Honesty is always your best choice
· Steps to energize yourself
· How to Bounce back with Resiliency
· Interactive Activity
· Learning Critical Thinking skills for service
· Managing your time or your time will manage you!
· Adding Value to everything you Do!
Teamwork In Customer Service
· Establishing your team customer service identity
· How to Analyze what you can do to improve as a customer service agent
· Monitoring the process
o Hands on customer service
o Taking charge: Stop, look, and Listen
Audience
Anyone in the service industry