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

Did you know that 55% of Communication is Non-Verbal? Which is also translated over the telephone!

Let’s build something together.