Customer Service Excellence Program

My Excellence at Customer Service Program The Artof Customer Satisfaction Ensuring Customer Loyalty and Increased Profits

Benefits of Program

• Learn Formula that will increase your profits through Customer Service Excellence.
• Clearly identify the do's and don'ts of customer service and measure yourself against them
• Describe the important part of being customer-focused ensuring the success of your organization
• Build your customer brand, fill gaps in service and develop methods of creating a great customer experience
• Follow clear techniques to help manage difficult customer issues effectively and even clearer techniques for avoiding them in the first place.
• A high-quality 100% hands-on customer Service Excellence training that will allow you to deliver a
• Professional Customer Service.

Who Should Attend

• Anyone who engages with customers whether internal or external. Business Owners, Employees and anyone dealing with Customers Daily, Customer service representatives, technical and support personnel, field service representatives, account managers, credit and billing specialists - as well as anyone who want customer service training in order to reinforce their skills, train their staffs and increase their profits
• Particularly effective for anyone who want to exceed customer expectations and eliminate customer complaints
• Anyone that want to follow through the customer journey within their organization and focus on tangible actions that work

Customer Service Excellence Program Description

• This Customer Excellence training have been designed to enhance your organization's customer service offering and focuses on tangible actions that participants can take back to the workplace and implement quickly and easily. The methods contained within the training are easy to work with no matter what type of organization you work for, or their level within it. It's about going from good to great.
• The main aim of this customer service training is to provide you with lots of ideas and actions based on your own job role that you can easily take back from the workplace and implement them immediately in order to improve the experiences of the customers.
• This customer excellence training is incredibly action based and you are challenged to return to the workplace with a set of clear, self-developed guidelines that will improve service standards from day one. This training is incredibly interactive and engaging and leaves you with clear actions that you can take back to work. So, you will be getting a high-quality customer service training that will allow you to deliver a Professional Customer Service.

Program Outline

• Module 1 - Why Provide Service Excellence? Focuses on the customer's experience of customer service in a light-hearted way that warms you to the topic and identifies initial gripes that can be addressed.
• Module 2 - My Customer Service Brand. Establishing what level of service you would like to offer and what you would like customers to say about them followed by actions to make this happen.
• Module 3- Measuring Customer Service. Using a clear development tool to measure current standards of customer service and identifying areas for improvement. This tool is also provided in a format that can be taken back to the workplace for further customer service measuring and improvements. Module 4- The Customer Service Journey. Detailing the customer's journey within your organization and identifying touch-points where service can be improved, altered or adapted. The key challenge here being 'how are you going to do that?'
• Module 5 - Managing Customer Expectations. Understanding customer service expectation levels and focusing on the Five key areas of customer service.
• Module 6- Customer Complaints. Establishing why they occur, what can be done about them and how you can stop them from happening in the first place. Supported with a clear process for dealing with customer complaints.
• Module 7 - Difficult Customers. Looking at why customers can seem difficult, what can be done about it and the behaviors you should display when dealing with difficult customers.
• Module & Gremlin in the Works. A fun activity that brings together the key learning points and challenges for you to identify and resolve issues in a customer process simulation. These can then be apply to your work processes and used to create actions.
• Module 9 - Excellent Actions. A collection of the key things that customers consider to be important in customer service and how you can apply them to your own behavior and take the actions back to the workplace. This activity leaves you with ideas buzzing round their head as the session closes out.

Methodology

• Lecture brief, group work, interactive discussion, role play, video presentation & exercises etc

"Customer Service is the No.1 competitive advantage of companies today. Whether it is a business, a professional practice, a healthcare facility, a government agency and any organization, success comes by looking after their customers. Quality alone is not enough. Excellence In Customer Service is your greatest competitive advantage."