Value-Based Customer Service
Standard course duration: 24 hours
This will be accomplished by identifying Customer Service excellence through achieving the following objectives:
- Doing a Customer Service Analysis
- Identifying “Blocks” to Excellent Customer Service
- Identifying Key Customer Service Skills
- Recognizing the Customer’s Emotional Level
- Identifying Positive and Negative Listening Responses
- Using Questions to Gather Information
- Presenting Information to Satisfy Customers
- Developing Effective Language
- Dealing With Anger and Other Negative Emotions in Customers
- Determining Your Level of Empowerment with Customers
- Using Effective Telephone Skills
Upon completion of this course participants will have learned how to build trust and encourage repeat business; increase customer satisfaction from internal and external customers, deal with dissatisfied customers; and determine what customers really want and how to meet those needs.
Critical Skills of Customer Service
Standard course duration: 8 hours
The course objective is to increase participant awareness of the personal skills critical to success in a customer service role, to provide examples and experience with these skills and to stimulate interest in continued improvement through retrospective review and feedback. Specific content includes:
- Definition of customer service
- Identifying your customers
- Identifying customer needs and expectations
- Skills Critical to customer service excellence
- Communication Skills
- Dealing with Challenges
- The Team Approach
- Measuring customer service performance
Upon completion of this course, participants will understand the concept of customer service and the skills required to fulfill customer needs and exceed customer expectations. They will be aware of challenges and prepared to deal with them effectively; as well as continuing to develop their skills through practice and review.
Building Strong Customer Relationships
Standard course duration: 8 hours
It presents:
- How to really understand and communicate the expectations of your customers, and how to take actions needed to exceed those expectations
- How to develop an extraordinary personal customer focus and to create a customer-centric culture
- How to implement the 3 foundation blocks of an outstanding customer service program
- How to keep and improve a customer-friendly culture after implementation
- How to identify and avoid 5 common pitfalls on the road to excellence
Upon completion of this course participants will be able to:
- Know their customers
- Develop a customer focus
- Implement a customer service program
- Maintain a customer friendly culture
Dealing with Difficult Customers
Standard course duration: 8 hours
Upon completion of this course participants will be able to:
- Understand difficult customers
- Respond to customer complaints
- Secure future business
- Increase customer satisfaction and expand customer base
Customer Service Skills for Drivers
Standard course duration: 4 hours
That:
- Delivery service is a major part of overall customer service
- Each contact with the customer creates a customer service value-adding opportunity
- Your own behavior impacts the behavior of others
How to:
- Understand and meet expectation
- Develop more confidence and skill as a problem-solver.
- Communicate more assertively and effectively.
- Learn some ways to make customer service a team approach.
Upon completion of this course participants will have learned how to increase customer satisfaction through understanding and meeting customer needs, encourage repeat business, deal with difficult customers, and project an organizational image.