Customer Service – What Do Customers Really Want
Program Details
Duration: Full Course Offering is 5 hours or Split into 2 Modules at 2.5 hrs each (this course can be customized to suit the needs of your organization)
Who should attend:
- Persons seeking professional development
- Team leaders and team members
- Supervisors and Managers
Course Objectives – Module 1:
- Define extraordinary service
- Identify who is your customer
- Understanding what ‘Moments of Truth’ are
- Learn what it means to have legends of service greatness (internal and external)
- Learn how to be LEGENDARY
- Understand the lifetime value of a customer
- Understand what the return is on extraordinary service
- What is the cost of poor service?
- Understanding word-of-mouth behavior
- Understanding why customers leave
- Know the seven steps to resolving customer complaints
- Understanding strategic objectives
- Building and exceeding service standards
- How the customer defines excellence
- How to assess the six categories of service for your area
- Develop your own service standards
Course Objectives – Module 2:
- Treat the customer as a unique person
- Active listening
- Combining words and tone of voice
- Match communication styles
- Controlling the call
- Using the inquiry / advocacy model
- Saying ‘no’ positively
- Providing explanations
- Using the five steps to remaining calm
- Moving on from the angry customer
- How to calm an angry customer
- Recovery strategies
- Avoiding burnout
- Principles of exceptional customer service
What will you gain?
Successful completion of this course will increase your knowledge and ability to:
- Explore the concepts and benefits of extraordinary customer service
- Set extraordinary customer service standards for your area
- Identify ways of building customer rapport
- Improve your listening skills
- Take control of every call
- Say “no” in a positive way
- Remain calm when the customer is upset
- Cool down a hot customer
- Implement strategies to avoid burnout
