Customer Service Excellence - Delivering the Customer Experience

Each and every one of us serve customers, whether we realize it or not. Maybe you are on the frontline of a company, serving the people who buy your products. Perhaps you are an accountant, serving the employees by producing their pay checks and keeping the company running. Or maybe you are a company owner, serving your staffs and your customers.

This training workshop will look at all types of customers and how we can serve them better and improve our attitude in the process.

Module One: Getting Started
• Icebreaker
• Housekeeping Items
• Workshop Objectives

Module Two: Who We Are and What We Do
• Who Are Customers? (internal/external)
• What is Customer Service?
• Who Are Customer Service Providers?

Module Three: Establishing Your Attitude
• Appearance Counts!
• The Power of a Smile
• Staying Energized
• Staying Positive

Module Four: Identifying and Addressing Their Needs
• Understanding the Customer's Problem
• Staying Outside the Box
• Meeting Basic Needs
• Going the Extra Mile

Module Five: Generating Return Business
• Following Up
• Addressing Complaints promptly and tactfully
• Turning Difficult Customers Around

Module Six: In-Person Customer Service
• Dealing With At-Your-Desk Requests
• The Advantages and Disadvantages of In-Person Communication
• Using Body Language to Your Advantage

Module Seven: Giving Customer Service over the Phone
• The Advantages and Disadvantages of Telephone Communication
• Telephone Etiquette
• Tips and Tricks

Module Eight: Providing Electronic Customer Service
• The Advantages and Disadvantages of Electronic Communication
• Understanding Netiquette
• Tips and Tricks
• Examples: Chat or e-mail

Module Nine: Recovering Difficult Customers
• De-Escalating Anger
• Establishing Common Ground
• Setting Your Limits
• Managing Your Own Emotions

Module Ten: Understanding When to Escalate
• Dealing with Vulgarity
• Coping with Insults
• Dealing with Legal and Physical Threats

Module Eleven: Ten Things You Can Do To WOW Every Time
• Ten Tips
• 4 Types of Behavior Traits to Demonstrate to your customers

Module Twelve: Wrapping Up
• Words of Wisdom
• Lessons Learned

Training Methodology:

1. Demonstration on the various techniques and models to handle customer queries and complaints and techniques to deliver the customer experience
2. Role Plays by the participants to build rapport with the customers and leave a lasting impression
3. Dealing with Difficult Customers and Mastering Emotional Intelligence to Serve the Customers Better
4. Demonstration on the difference between Good/Average/Poor Service and participants must embrace the difference and change
5. 5 Techniques to deliver a "Wow" service and exceeding customers' expectations
6. Group Dynamics and Activities
7. Project Work on a Case Study