The Achieving Excellence in Customer Service training course is tailored to equip participants with essential communication and negotiation skills, alongside best practices in customer service, to elevate their organization’s performance from good to great. This training course is particularly suited for organizations aiming to enhance their customer focus and work towards achieving the Customer Service Excellence Standard.

Course Objectives

On completion of the course, attendees should be able to:

• Establish and review customer service standards.
• Design a social media plan to enhance customer service support.
• Professionally handle demanding customers.
• Apply time management techniques and set SMART goals to boost productivity.
• Understand both internal and external customer expectations.

Course Outline

1. Enhancing Your Customer Service Communication Skills

• Active Listening and Questioning Skills to Identify a Customer’s Expectations
• Body Language: How to Read Your Customer like a Book
• Working with Aggressive, Expressive, Passive and Analytical Customers
• Telephone Tips to Promote a Professional Image
• The Do’s and Don’ts of Written Communication

2. Building the Foundation for Achieving Customer Service Excellence

• The 7 Customer Service Expectations
• Measuring Internal and External Customer Service Satisfaction
• How to Use Customer Service to Increase Sales?
• Going the Extra Mile to Promote Customer Service Excellence
• Using Social Media to enhance Customer Service
• Protecting your Organisation’s Online Reputation

3. Service Recovery: Handling Complaints and Upset Customers

• The Importance of Customer Complaints and Why they should be Encouraged
• Empower Employees to Get the Job Done
• Steps to Follow for Customer Service Recovery
• Strategies to Help Calm Upset Customers
• Managing Emotions during Stressful Situations

4. Principles of Persuasion and Professional Negotiation Strategies

• Cialdini’s Six Principles of Persuasion
• The Art of Giving and Receiving Constructive Feedback
• Strategies for Negotiating Mutually Beneficial Outcomes
• Words and Tones to Avoid
• Price Value Formula
• Negotiating across Cultures

5. Focusing on Customer Service Excellence and Continuous Improvement

• What is your Action Plan?
• Customer Service takes Teamwork
• Maintaining a Positive Mental Attitude
• Setting SMART Goals for Continuous Improvement
• Stress Management Tips to increase Productivity