Customer Service Excellence Training (2 Days Class)

Learn the formula of excellence customer service step by step. Our customer service training course will teach you everything you need to know to become master of this skill.

It covers topics like the 3 formulas of excellence customer service, method to understand of customer behaviour, effective communication skill, formula to deal with difficult customer and many more.

Now, you can tailor-made the course content according to your situation.

Introducing:

• Tailor-Made Customer Service Excellence Training  
• Every companies would have different situations and issues
• If you want to tailor-made the course content based on your situations, fill in form below now.
• The ability to provide Customer service is inherent in all of us. It is a situation whether we choose to provide it or not. In order to provide the suitable level of service, we need to know the basics. When we have a simple formula to follow, it becomes crystal clear.
• Customer Service is the initial touch point – encounter, between the potential customer with our establishment. The more at ease the customer is, the more comfortable he is in dealing with us.

Formula for Customer Service

• In order to be able to connect with the customer is to have an overwhelming knowledge of our products and services.
• The product or service is not able to speak for itself, we as the advocator, must have enough knowledge to promote it.
• The knowledge that we have, must be wholesome. If in the event that information on a new product is not available, the least we should know is to direct any enquiries to the more knowledgeable person.
• There is also need for us to understand the behaviour of the customers; some need detailed information, some do not.
• This is subject to the kinds of products and services that we provide. The use of the Four Symbol Process Flow Chart [4SPFC] will be useful at this juncture.
• Of course the moment of truth is when we can confidently convey our knowledge of the products and services to our customer, this is the interaction – the communication.
• The exceptional handling of the customer, whether he/ she is an easy customer or a difficult customer may result in gaining loyalty from the customer and it may even be good advertisement in today’s social media, and the rest they say is history. 

Methodology

• Principles of Adult and Experiential Learning will be extensively used. The mode of the programme will be as follows:
• Mini lectures, Individual & group work and presentation, role-plays, Video clip, Presentations, Case Studies

Topics covered as follows:

Topic 1 - Understanding Customer Service

• As providers of products and services, we rely on our customers, without whom, we perish. The adage “the Customer is King” remains true.
• With increasing competition, it is imperative that continuous improvement is a basic need.

Topic 2 - Customer Service Formula

This formula of 3Is, when applied ensures we are able to provide holistic Customer Service, each and every time. The 3Is are:

• Information
• Interaction
• Impact

We must make sure we are equipped with all necessary Information:

• Product knowledge
• Customer Behaviour
• My Behaviour

Topic 3 - Customer Behaviour

There are four identified Customer Behaviours which are as follows:

• Complex
• Dissonance-Reducing
• Habitual
• Variety-Seeking

When we understand how they behave, we maybe able to identify their purchase path - this intel can help us know how to gently nudge the customer into the buying phase of the purchase path.

Topic 4 - Effective Communication with NLP

• The second I is INTERACTION ie, communication, is a complex dynamics of the people we serve, the products and services we provide and the way we engage with them. The application of VAKOG principles will prove useful.

Some skills necessary in ensuring we convey the knowledge on our products and services effectively to our customers are:

• Tone
• Volume
• Pace and Pause
• Compartmentalisation
• Proximity
• The most important element is patience because communication is the dynamics of complex components.
• Topic 5 - Levels of Customer Service and their Impact [the third I]
• Ron Kaufmann, many years ago, identified the different levels of customer experience. We strive to provide the highest level, whenever possible.
• The perception and expectation of the public from our establishment is definitely a stress point.
• Topic 6 - Handling On-line Transactions
• These include live chats, on-line responses etc, appropriate templates will be provided to accommodate these needs
• Topic 7 - Handling Phone Calls
• The PPP formula is applied, ensuring that all calls are personalized, promptly responded and politely dealt with.
• It is also important to know when and how to escalate calls.
• Topic 8 - Dealing with Difficult Customers

It is natural that there will be Difficult Customers. We need to know how to identify and deal with them. The acronym, LAST is useful:

• Listen
• Apologise
• Provide Solution
• Thank the Customer

After attended this course you will be able to:

• To deal appropriately with customer
• To be engaged with different customers
• To be perceived positively
• To create rapport using effective communication
• To identify and manage difficult customers