5-Star Customer Service Excellence

5-Star Customer Service Excellence Training

Objective /Benefits


OBJECTIVE / BENEFITS

As Gandhi once said, "A customer is the most important visitor on our premises and he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so."

During this workshop we look at the all different types of customer service. It is a misunderstanding that only employees which have direct involvement with customers need these skills, such as a receptionist or a telesales marketer. Perhaps you are company owner, in which case you would be serving customers and your staff.

LEARNING OUTCOMES

  • What Customer Service is.
  • How your attitude affects customers.
  • How to identify and address the needs of your customers.
  • How using excellent customer service can generate return business.
  • How to build good will.
  • How to provide customer service over the phone.
  • How online tools can aid customer service.
  • How to deal with difficult customers.

ASSESMENT CRITERIA

Student Action Plan, Role Play

METHODOLOGY

Lecture, Individual & Group Activity, Feedback Sessions, Discussions, Demonstration, Business Games, Role Plays, Videos

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Program Outline

WORKSHOP OUTLINE

Our program outline encompasses the following modules:

 

Day 1

Module 1: Who & What We Do

  • Customers
  • Customers (Exercise)
  • Internal Customers
  • External Customers (Exercise)
  • Customer Service?
  • Customer Service Providers? (Exercise)
  • Customer Service? (Exercise)

Module 2: Attitude is a Little Thing

  • Appearance
  • Appearance (Exercise)
  • Smile It’s Infectious 
  • Smile It’s Infectious (Exercise)
  • Stay Awake 
  • Stay Awake (Exercise)
  • Being Positive 
  • Being Positive (Exercise)

Module 3: Customer Needs

  • See things from a client’s perspective
  • See things from a client’s perspective (Exercise)
  • Thinking Outside the Box 
  • Thinking Outside the Box (Exercise)
  • Meeting Their Needs 
  • Meeting Their Needs (Exercise)
  • Going the Extra Mile 
  • Going the Extra Mile (Exercise)

Module 4: Get Them to Come Back

  • Following Up 
  • Following Up (Exercise)
  • Dealing with Complaints 
  • Dealing with Complaints (Exercise)
  • Turn it Back in your Direction
  • Turn it Back in your Direction (Exercise)

Module 5: Face to Face Customer Service

  • All from the comfort of your desk
  • All from the comfort of your desk (Exercise)
  • The Advantages and Disadvantages
  • The Advantages and Disadvantages (Exercise)
  • Using Body Language
  • Using Body Language (Exercise)

DAY 2

Module 6: Telephone Customer Service

  • The Advantages and Disadvantages
  • The Advantages and Disadvantages (Exercise)
  • Telephone Etiquette (Exercise)
  • Telephone Etiquette (Exercise)
  • Tips and Tricks 
  • Tips and Tricks for Providing Customer Service over the Phone (Exercise)

Module 7: Electronic Customer Service

  • The Advantages and Disadvantages
  • The Advantages and Disadvantages (Exercise)
  • Netiquette (Exercise)
  • Netiquette (Exercise)
  • Email Etiquette: The Do’s and Don’ts of Email
  • Tips and Tricks 
  • Tips and Tricks (Exercise)
  • Electronic Ping Pong 
  • Electronic Ping Pong(Exercise)

Module 8: Rescuing Difficult Customers

  • Defuse Anger 
  • Defuse Anger (Exercise)
  • Common Ground 
  • Common Ground (Exercise)
  • Know Your Limits 
  • Know Your Limits (Exercise)
  • Know Your Limits
  • Emotions
  • Emotions (Exercise)

Module 9: Escalation

  • Abusive Customers
  • Abusive Customers (Exercise)
  • Sticks & Stones 
  • Physical Threats 
  • Sticks & Stones (Exercise)
  • Physical Threats(Exercise)

Module 10: Impress Customers Every Time

  • Ten Tips to Impress Your Customer 
  • Ten Tips to Impress Your Customer (Exercise)
  • Wrap up