Customer Service Management Training

Achieving customer service excellence is not accomplished by accident, nor is it attained without effort and teamwork. It requires well–trained customer service professionals who have a passion for providing quality service.

Providing customer service excellence gives an organisation a competitive advantage in the marketplace and is the key factor that keeps customers coming back. Delegates will learn best practices of world-class customer service providers to develop a customer-focused mindset for continuous improvement.

In today’s customer-oriented business environment, interpersonal skills are a critical component for promoting customer satisfaction and organisational success. Providing world-class customer service requires a unique combination of effective communication strategies, persuasion techniques, and conflict resolution skills.

This highly-interactive customer service training course gives delegates the tools, resources, and confidence they need to enhance customer relationships and promote customer service excellence within their organisation.

Objectives

By the end of the course delegates will be able to:

• Describe the best practices of a world-class customer service provider
• Develop a customer-focused mindset for continuous improvement
• Identify key components that promote customer retention and loyalty
• Measure customer service standards
• Develop an understanding of internal and external customer expectations
• Use the phone more effectively and leave professional voicemail messages
• Communicate more effectively by utilizing active listening and questioning skills
• Successfully apply the principles of persuasion to key negotiation situations
• Give and receive feedback in a constructive manner
• Understand the importance of written and electronic communication
• Use nonverbal communication to make a positive first impression and build rapport quickly
• Set SMART goals to increase productivity
• Understand the importance of customer and organisational confidentiality
• Utilize stress management techniques to increase job satisfaction
• Use conflict resolution skills to work with difficult or demanding customers in a professional manner
• Manage their emotions during stressful situations
• Appreciate the importance of teamwork and maintaining a positive attitude