|Customer Service Excellence|
Customer Service Excellence is a fully customised customer service skills training course that will improve your Team's ability to deliver excellent customer care to every customer every time.
Customer Service Excellence is suitable for any group interacting at any level with customers, either directly or on the telephone.
Each course is designed especially for that group. It is designed to meet your specific training requirements, is set within the context your customer service situations, and is pitched at the right level for your group.
|This customer service skills training course is highly practical, with real tips, techniques and best practice. The group will workshop and role-play, using their real situations, to improve their focus, customer service core skills and the best approach for their specific situations.|
The Trainer is a Customer Service Specialist, and has extensive experience designing and delivering highly successful Customer Service Excellence courses in a wide range of situations. She comes with exceptional references.
|Course Outline - Customer Service Excellence:|
|Programme Duration: 1 Day|
Optimum Group Size: 10 – 12
|The Importance of our Role – to our Customers and to our Business success; Every contact counts!|
|Managing and exceeding Customer expectations – the definition of Customer Service Excellence|
|Understanding our Customers – seeing the world from their shoes; Positive Customer focus|
|The importance of continuously building good Customer Service skills|
|Beginning a call, creating a positive first impression; Good greeting & voice tone|
|Active Listening - hearing the Customer & good listening responses|
|The power of using the Customer's name|
|Questions - good ways of asking questions vs bad questions|
|Positive Language - Positive language vs negative, hesitant or aggressive|
|The ideal Customer Service Language Style - positive, assertive language style|
|The Structure of a Customer Service Call - The stages of the call; Timing the call effectivley through the different stages|
|Our Typical calls - they work through the structure, improving each section of the call|
|Offering Solutions to our FAQs Workshop - they work together to produce well phrased solutions to their typical FAQs|
|Role-play our Real Calls - they role-play some of their calls to improve approach and timing|
|Handling problem Customers or challenging situations - they learn the right approach, what to say and how to say it|
|How to avoid irate Callers - effective techniques for controlling the beginning of the call|
|The importance of follow-up for the Customer|
|Building a Positive Customer Service Team Culture – How to build a positive, Customer focussed attitude in the Team; How to build skills and continuously improve|
|If you would like to discuss your specific training needs, please call - 01 8431330.|
|More Telephone Skills Training -|
1. Customised Telephone Skills Training
2. Cross Selling in a Customer Service Environment
3. Tailored Telephone Sales Training
4. Handling Complaints and Escalated Calls.
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