Description
SERVICE EXCELLENCE TRAINING
Providing quality customer service makes clients happy – which can result in recommendations and referrals to their colleagues, friends and other connections. This helps build up a business or operation’s reputation, which can ultimately lead to more profits
By the end of this course, participants will be able to:
- Gain more confidence in your customer handling skills
- Communicate more effectively with your customers
- Deal with stressful customer interactions, such as handling complaints
WHAT WILL YOU LEARN
INTRODUCTION TO SERVICE EXCELLENCE
- Defining excellent customer service
- Recognizing WOW brands and their features
- Defining customer journey mapping
- Improving your customer journey
CONSISTENT CUSTOMER SERVICE
- Your organisation’s mission and values
- Your customer’s needs and expectations
- Consequences of dissatisfied customers
- Common complaints and appropriate service recovery
COMMUNICATING WITH YOUR CUSTOMERS
- The 3 Vs of communication
- Active listening
- Facial expressions and body language
- Handling a complaint
CUSTOMER SERVICE LANGUAGE AND STRESS
- Techniques to deal with stressful customer interactions
- Appropriate customer service language
- Saying “no” in a friendly way
- Challenging customer interactions
