Introduction to Customer-Service Excellence
Developing Excellent Customer-Service Skills
Organizations that delight their customers have a significant competitive advantage over those that don’t. But such an advantage does not come by accident. It takes understanding to consistently deliver outstanding customer service.
Delivering customer service is a fine art. Communicating the right messages to customers in a manner and style that resonates with them takes specific knowledge to implement. But it is a skill that is very highly valued because it creates competitive advantage within organizations.
This program is designed as an introduction to the Customer-Service Excellence model. It assists participants to develop the skills, attitudes, language, style and demeanor to consistently deliver outstanding customer service.
The Purpose of this Program
- To introduce the concept of Customer-Service Excellence to participants
- To convey the critical nature of effective Customer Service and its importance to organizations
- To ensure that participants develop the skills that will make a positive impact on customers
- To provide practical, hands-on advice for delivering consistent Customer Service
Program Objectives
By the end of the program, participants will know how to:
- Map a skills-pathway for themselves to achieve customer service excellence
- Develop behaviors that are consistent with service excellence
- Accept responsibility for Customer Service outcomes
- Understand the real needs of customers
- Create a favourable customer impression
- Build rapport with customers
- Listen effectively to customers
- Develop questioning skills
- Present the right demeanour to customers
- Use inspired language to customers
- Structure a quality conversation with customers
- Manage difficult Customer Service situations
Program Duration
Two days.
What Makes this Program Different?
Right from the outset this program introduces its participants to the Excellence model of Customer Service, ensuring that they enter the Customer Service role with benchmarks of high performance deeply ingrained in their thinking. Importantly, it provides an introduction to the unique models that are used in the more advanced Customer Service programs.
Who Should Attend?
People who are relatively new to the need for giving good Customer Service, or who have not been formally trained in Customer Service delivery but need to use the skills in their jobs.
I am interested in running this program for a group of people within my organisation. Please send me more information.