Mastering Customer Service Excellence



Course Introduction

Mastering customer  service excellence is a function  of how well a company is able to constantly and consistently exceed the needs and expectations of the customer. This programme builds and ‘wakes up’ participants to the power of appreciating customers and increasing their level of  achieving  excellent  customer service. Participants will learn that when they deliver excellent customer  service, their customers will not leave them, a strong  reputation  will be built for their organisation and their customers will tell other people about their products and services. Utilising a variety of learning approaches which include  games and role playing, participants  will learn the fundamental principles of excellent customer service.

At the end of the programme, participants will be able to apply important skills of face-to-face customer contact, effective communications and relationship building  in creating and achieving excellent customer service.

  • HODs
  • Managers & Executives
  • Team Leaders
  • Appreciate the importance of  mastering customer service excellence as a source of customer loyalty and business profitability.
  • Learn the principles, techniques and skills of mastering customer service excellence.
  • Learn the benefits of developing a strong customer centric culture in increasing sales and protecting themselves against competitive attacks.
  • This participation  focused programme  will stimulate  learning and skills development by using a variety  of learning approaches from multimedia presentations  emphasising   key points, games, role playing, video presentations and facilitation of group discussions

Customers – Who are they?

  • Customer Buying Behaviour
  • Customer retention and loyalty
  • Customers’ role in the organization
  • Creating great customer experiences

 

Customer relationships  – How to be successful?

  • Becoming customer centric in nature and practice
  • Developing a Customer-focused attitude
  • Focusing on Customer’s needs
  • Establishing rapport with every Customer

 

Excellence in the Face-to-Face Service Environment

  • Getting communications right
  • Active listening
  • Body language and physical image
  • Handling customer inquiries

•  Dealing with difficult Customers