COURSE DESCRIPTION
Exceptional customer service is one area that can set your organization apart from your competition. Arm your employees with the best tools available to provide great service internally, as well as service that turns prospects into customers and turn new customers into repeat customers.
In order to create customer satisfaction, you need to go beyond good customer service and exceed your customers’ expectations with consistently exceptional service. In order to achieve this it is important to ask yourself some questions:
- Does your staff have the right skill sets to deliver exceptional customer service?
- Currently how do they develop good customer service skills?
- Is there a plan to continuously improve customer service?
- Is the voice of the customer given the necessary priority?
- Is there customer service satisfaction?
- Can they communicate and listen effectively to uncover the customer’s true needs?
- Do they understand the importance of internal customers?
Prospects are converted into customers by good sales techniques. But what converts new customers to repeat customers are customer satisfaction, which can only be achieved by exceptional customer service.
COURSE OBJECTIVES
This Customer Service Training program is for professionals who want to make a significant contribution to their company’s image or bottom line and make their own lives easier by consistently providing exceptional customer service.
COURSE LEARNING OUTCOMES (CLOs)
On completion of this course, participants are expected to be able to:
- Analyze basic behavioral patterns of different customers’ personality profiles.
- Practice the skills for dealing with customers and handling their complaints.
- Develop a service attitude and mindset aimed at the internal and external customer.
- • Understand the concept of service mindset and ways of developing it within their organization.
- • Definition and Concepts of Customer Service
COURSE OUTLINE
Session 1: Serving the Internal and External Customer
- The Principle Foundation for Superior Customer Service
- Strong Relationship
- Superior Service
- Professional Behavior
Session 2: The Customer Service Mindset
- Components of the Mindset
- Strategies for Building the Mindset among the Staff
Session 3: A Profile of Different Customers Personalities
- Understanding Their Personalities
- Tips for Dealing with Difficult Personalities
- Attaining Customer Satisfaction
Session 4: Meeting Customers’ Needs
- Exceeding Their Expectations
- Delighting and Surprising Them
- Handling Customers Complaints
Session 5: Types and Levels of Customer Complaints
- Handling Complaints: Process and Behavior
- Effective Communication with Customers
- Active Listening
- Overcoming Communication Barriers
- Reading Customer Body Language
Session 6: Attaining Customer Satisfaction through Quality Measures
- Components of Quality Service
- Service Quality gaps
- What Customers Pay Attention To
- Dimensions of The RATER Model
- Reliability
- Assurance
- Tangibles
- Empathy
- Responsiveness
- Establishing Service Quality Performance Standards
Session 6: Attaining Customer Satisfaction through Quality Measures (cont.)
- Customer Complaint System
- Sources of Complaints
- Types of Complaints
- Handling Complaints
- The Principles of Inspiring Staff
- Arousing Interest
- Engaging Them
- Practicing New Skills
- Applying to Real World
- Who is a Loyal Customer?
- Strategies to Keep Customers Loyal
- Reasons why Companies Lose Customers
Course Textbook
Customer Service: Career Success Through Customer Loyalty, 6th Edition
Paul R. Timm, Brigham Young University
Link: https://www.pearson.com/us/higher-education/program/Timm-Customer-Service-Career-Success-Through-Customer-Loyalty-6th-Edition/PGM118052.html
Feedback Given to Participants in Response to Assessed Work
- Individual written feedback on coursework
- Feedback discussed as part of a tutorial
- Individual feedback on request
- Model answers
Developmental Feedback Generated Through Teaching Activities
- Feedback is given at presentations and during tutorial sessions
- Dialogue between participants and staff in tutorials and lectures
GRADING AND SCORING
The course grade will be based on a final project presented by the participant and graded by the instructor. Participants much achieve a passing grade of 70% or more to be awarded a certificate of completion of the course.
