In the face of intensifying competition, relying solely on price and quality is no longer sufficient to secure business deals. Additionally, customers who experience subpar service levels are increasingly abandoning companies and sharing their negative experiences with others.

To stand out from competitors, organizations must find ways to add value to the customer experience at every touchpoint. Delivering exceptional customer service is a highly effective means of achieving this differentiation, as it is relatively straightforward to implement and cost-effective.

Attaining Customer Service Excellence requires ongoing efforts and collaboration. It is not a one-time achievement but a continuous process.

The Customer Service Excellence training program is specifically designed to equip participants with the necessary professional communication skills and knowledge to establish a foundation for continual improvement within their organization. This course empowers delegates to deliver world-class customer service excellence by implementing best practices and fostering a culture of continuous improvement.

Course Objectives:

At the end of the customer Service Excellence Training Course, you will be able to:

Identify the expectations of the customers
Deliver quality services in shorter period
Make customers satisfy with your product or service
Identify 'best practice' in managing different customer situations, including complaints
Motivate and maintain morale in front-line customer service staff and teams
Integrate all aspects of your organization to manage and exceed customer expectations
Develop, motivate and inspire customer-value staff to deliver high quality consistently
Handle difficult situations more effectively
Enhance relationships with your customers and organization
Find solutions to customer’s problems
Deal with difficult situations
Focus on customer service excellence

Who Should Attend?

Customer Service Excellence course is designed for those individuals who have passion for delivering quality services. This course is best suited for the following audience:

Customer Service Representatives
Technical and support personnel
Field Service Representative
Account Managers
Credit and Billing Specialists
Business Owners

Course Outlines:

The world of customer service excellence

Excellence in customer service and what it resembles.
Distinguishing how excellence in front-line customer service is delivered and controlled.
Evaluating the quality of the service that you offer.
Concepts of customer care and the customer decision procedure.
Models for managing customer care.
The psychology of customer care – an outline.
Managing criticism, controlling anger and aggression.
Comprehending what your customers say about you and your organization.

Gaining a greater Comprehending of your organization’s service delivery

The bond between customer service and reputation.
Analyzing the proof for investing in excellent customer service.
Comprehending Porters Value Chain – how do you create value for your customers.
Who are your internal suppliers and customers?
What are the systems that help you all to deliver excellence to the customer?
Building lasting rapport with your customers – internal and external.
Creating a lasting first impression.

Communication masterclass

Accomplishing perfect communication.
Powerful listening and addressing techniques to understand what customers need.
Typical customer behavior patterns
Body language secrets that show how others are thinking and answering to you.
Lenses or filters to communication.
Communications Types.
Using perceptual positions to understand your customers’ ideas.
implement communication channels to increase engagement.

Managing the delivery of customer service excellence

Delivering a cutting-edge customer experience.
Building up a customer strategy – planning for an interactive business relationship.
Change management of processes, metrics, incentives and skills to deliver the customer experience.
Benchmarking to accomplish competitive differentiation.
Setting up internal information supply streams that flow through and around the organization.
Knowledge management as a customer service tool.
Using a performance management structure.
Coaching – a tool for self and others.
Influencing exercises.

Action planning to achieve customer service excellence

Building up a plan to deliver excellence.
Introducing your plan to top-tier management.
Assertiveness and what it means.
Handling difficult people in an assertive way.
Keeping up high standards of customer service.
Reviewing the service that you offer and reacting accordingly.
Embracing change for the benefit of all.
Personal development planning.

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