Customer Service

Excellence in customer service remains the most potent competitive weapon for any organisation irrespective of industry. It trumps other conventional initiatives like marketing, promotion, advertising, research and development, etc. In today's global economy with so much at stake, excellent customer service not just in words but also in deed must become a top priority for any organisation that truly wishes to become best inclass.

This learning programme provides a winning framework that will help participants embed behaviours of customer service excellence as well as help them to manage the increased pressure of escalating service responsibilities.

Learning Objectives

• Create strong buy-in and ownership of the service process
• Increase understanding of the elements of quality customer servicedelivery
• Understand individual customer's needs, peculiarities and sensitivities
• Plan and monitor the effectiveness of their own initiatives in serving their customers

Learning Approach

• There will be a dynamicblend of the following:
• Individual assessments
• Facilitator-led presentations
• Group exercises
• Sharing of bestpractices

Programme Outline

Module 1: Introduction To Customer Service

• Perceptions of customer service
• The business case for customer service
• Global trends
• The customer buying experience

Module 2: The Customer Service Role

• The peculiarities of the internal customer
• Understanding customer needs
• Creating lasting impressions on thetelephone
• Vocal articulation and elocution
• Emotional management

Module 3: Understanding And Dealing With Personality Types

• Personality styles
• Dealing with differentpersonalities
• Dealing with difficult or iratecustomers
• Connecting with the customer

Module 4: Customer Retention

• Retention myths
• Causes of customer defection
• Why retention matters
• Who should be retained