Customer Service Excellence
- Introduction to Course and Customer Service
- Welcome and introductions
- Course objectives and road map
- Discussion: What is customer service
- Introduction to Customer Service
- Developing a customer-centric mindset
- Focusing on serving customers
- Who are your customers? Internal and external
- When and where does CS take place?
- The need for CS: Rewards and penalties
- Group Exercise: Are you self-focused or customer-focused?
- The self-focused company vs. customer-focused company
- Developing a customer focused attitude
- Communication Skills
- Non-verbal communication
- Verbal communication
- Customer Analysis: Knowing Your Customer
- Result oriented (assertive) working style
- Detail oriented (analytical) working style
- People oriented (amiable) working style
- Role Play: Determining working styles
- Calming Upset Customers
- Reasons why customers become upset
- Avoiding upsets
- Understanding the five steps to calming upset customers
- Calming yourself
- Telephone Customer Service
- Skill-set of a customer service professional
- Mastering the telephone
- Techniques for answering the telephone
- Active listening: Questions, statements and objections
- Guidelines for putting customers on hold and transferring a call
- Message taking and guidelines for voice mail
- Guidelines for closing the call
- Internet Customer Service Skills
- Discussion: The emerging Internet customer care market
- Advantages and disadvantages of email
- Email communication guidelines
- Online chat
- Additional customer care channels and Internet customer service skills
- Time Management Strategies
- Taking control of your time: Time analysis, task identification, task Analysis and time prioritization
- Time wasters
- Stress Management Strategies
- Discussion: What is stress?
- What causes stress? (emotional and mental)
- Stress Symptoms: Identifying stress threshold and stress signals
- Managing stress (or even eliminating stress)
