Customer Service Excellence

Achieving Customer Service Excellence is the extended mechanism and can be attained with continuous efforts and teamwork only. Customer Service Excellence training is designed to provide delegates with the professional communication skills and knowledge required to create a base for continuous improvement of the business. 

The course enables the delegates to deliver world-class customer service excellence in their organisations by implementing best practices. Best Practice Training has a team of certified and experienced professionals who help the candidates in developing their skills. 

We provide a flexible mode of training such as online, classroom and onsite training programs. Our help and support team is always available to handle the queries of the candidates.

Customer Service Excellence targets to bring professional and high-level services within the reach of organisation's customers. The customers are made to realize that they are not only being offered what they need but they are getting something more than that. 

This is done by communicating properly with the customers, listening and replying to them in a very calm way and taking their feedback regarding the organisation's products and the way the employees of the organisation have interacted with the customer.

Course Content:

• What is Customer Service?
• Define Customers
• Introduction to Customer Service
• Quality Service
• Advantages of effective customer service
• Categorise Customers
• Internal Customers
• External Customers
• Customer needs
• Know about customer needs
• Identify the type of customers
• Know how to fulfil their expectations?
• How to do than they expect?
• Exercises based on foremost impression
• Introduction to Communication
• What is communication?
• What are barriers to communication?
• Ways to eliminate barriers to communication?
• Telephone Techniques
• Which techniques are useful in telephonic conversations?
• What are the benefits and limitations of telephonic conversation?
• Exercises based on telephonic messages
• What is Conflict Management?
• Major causes of conflict
• Different levels of conflict
• How to handle conflict efficiently?
• Prevent or resolve conflict
• Dealing with challenges
• Handling difficult conditions
• Assertiveness and Compromise
• Solutions for customer Problem
• Define seven steps to solve customer issue
• Problem Situations
• Eliminating problems of Customer
• Examine and Analysis tools
• Critical Assessment
• Informal Surveys
• Focus Groups
• Techniques for Nominal Group
• Causes and effects or Root Cause
• Brainstorming
• Benchmarking
• Performing your duty
• improve and measure relationships
• The Likeability factor
• Feeling powerful in their place
• Exercise-based on positive language

Delegates Will Learn How To:

• Upon successful completion of the course the candidates will be able to:
• Identify the expectations of the customers
• Deliver quality services in shorter period
• Make customers satisfy with your product or service
• Handle difficult situations more effectively
• Enhance relationships with your customers and organisation
• Find solutions to customer’s problems
• Deal with difficult situations
• Focus on customer service excellence