Description

Customer service consists in the delivery of service to customers before, during and after a purchase. The perception of success of such interactions is dependent on staff who can adjust themselves to the personality of the customer. Subsequently, “Customer Service Excellence” entails the ability to stand out and make a lasting impression that can change and increase advantages within the competitive consumer climate. Customer Services Representatives (CSR) who understand the concept of excellence in customer service not only hold the key to customer retention and engagement but also make a real contribution to a positive work culture. Delivering first class service embraces real benefits for any organisation.

Within the business environment, decision makers should understand that implementing robust agendas that give their customers a voice and allow the CSR the opportunity to react and adapt accordingly is crucial to their company’s progress. Happy and loyal customers are the best way to make an organization grow.

This course is designed to provide participants the customer service best practices needed to take their organisation from good to great. The training focuses on developing a culture of customer service excellence; and upon completion, provides participants with clear directions for examining and improving the service they provide at both the individual and organisational level.

PROGRAM OBJECTIVES

Upon completion of this course, participants will have a sound understanding about:

• Fundamentals of customer service
• Best practices of world-class customer service providers
• Body language, active listening, and questioning skills as vital communication tools
• Customer retention and the importance of keeping existing clients on board
• Key customer service components that develop brand loyalty
• Making customers and their needs the sole point of attention
• Service recovery strategies to promote customer retention
• The attitude required to deliver and exceptional service to clients
• The role of customer service excellence in creating satisfied customers

LEARNING OUTCOMES:

By the end of this course, participants should be able to:

• Understand the role of customer services in creating satisfied customers
• Be perceived as a professional through body language, effective questioning and active listening
• Create a positive impression of the company and its services at every interaction
• Deal with customer dissatisfaction and difficult customers and overcome their negative experiences
• Deliver excellent customer service in a face-to-face environment
• Deliver excellent customer service over the telephone or online
• Develop the skills required to be an exceptional customer services representative
• Employ service excellence strategies to retain current and attract new customers
• Escalate calls and queries to the relevant manager or agent only when necessary
• Focus the services solely on the customer and their needs.
• Review their performance and plan for customer service improvement

WHO SHOULD ATTEND

Individuals from all organisational levels will benefit from this course, including:

Account Executives
Administrative Assistants
Business Owners
Front Line Employees
Office Administrators
Managers
Receptionists
Sales Representatives
Team Leaders
Team Supervisors