Customer Service Excellence

Category: Productivity Operational Efficiency and Service Excellence

Target Group

ROI Derivatives

Training Brief 

Training Objectives

Topical Outline

Target Group

All professionals

Key ROI Derivatives

Customer Service Excellence & Loyalty value proposition, Customer satisfaction value proposition (e.g Cross-Selling, Up-selling etc)

Training Brief

In every organization, the level of service is affected by service standards. For excellence and quality service, you need to define effective standards. After creating these service standards, you need to establish an understanding of their importance throughout the organization and implement them

Training Objectives

Participants will gain the capability to:

  • Embrace customer service excellence
  • Acquire skills to handle all customer orientations
  • Acquire skills to communicate effectively to clients
  • Identify applications of service standards

Summarised Topical Outline

Customer service fundamentals

Customer service and customers

Customer interaction

Customer expectations

Customer service skills

Attitude and attention

Quality of service

Problem resolution

Customer management

Dissatisfied customers

Angry customers

Upset customers

Stress in service situations

Customer communication

Communication fundamentals

Interpersonal communication

Telephone skills

E-mail etiquette

Service Standards

Developing, implementing, monitoring and managing service standards

Service teams

Teams as a service solution

Team training, motivation and empowerment

Customer Loyalty

Developing loyalty

Employee loyalty influence

Memorable service

Remarks

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