Service Excellence

Would you like to develop your customer handling skills so that you are able to exeed your customer’s expectations? If so, this thought-provoking and interactive workshop will give you the skills that you need. The workshop is suitable for those who deal with internal or external customers. It focuses on the communiaction skills needed to achive excellent customer service.

Methodology

  • Individual & Group Exercise
  • Demonstrations
  • Role Plays
  • Small groups and 1:1 coaching sessions
  • Video Recording

Objectives

  • Gain more confidence in your customer handling skills.
  • Communicate more effectively with your customers.
  • Deal with stressful customer interactions, such as handling complaints.

Course Overview

During this workshop, participants will be able to define what exellent customer service is, to map, analyse and improve your customer’s journeys and to learn techniques to handle complaints and to find appropriate service recovery.

Who Should Attend?

This course is designed for staff who are dealing with a customer service role.

Customer service Language & Stress

  • Techniques to deal with stressful customer interactions
  • Appropriate customer service language
  • Saying ‘no’ in a friendly way

Bring it all together

  •  Challenging customer interactions

Topics Covered

Introduction

  • Defining excellent customer service
  • Recognising WOW brands and their features

The Costumer Journey

  • Defining customer journey mapping
  • Analysing your customer journey
  • Improving your customer journey

Consistent Customer Service

  • Your organisation’s mission and values
  • Your customer’s needs and expectations
  • Consequences of dissatisfied customers

Communicating with your customers

  • 3Vs of communication
  • Active listening
  • Facial expressions and body language
  • Common complaints and appropriate service recovery
  • Handling a complaint

Let’s talk

Do you have questions about how we can help you? Send your questions via the button below, because we are ready to help you with alacrity.