Delivering Service Excellence

Course Overview

Customer service excellence is one of the most important strategies for the organizations. It helps to win the customers and winning customers means winning markets. It benefits all the stakeholders including customers, employees and organizations.

This course is designed to train the participants about the unique customer service techniques focusing on identifying the customers’ expectations and providing excellent customer services. These techniques will ultimately drive loyal customers and profits for the organizations.

Course Objectives

  • Identify and evaluate offers that organization can make to the customers
  • Understand the demands and expectations of the targeted customers
  • Identify the key benefits associated with “Customer Service Excellence”
  • Identify strategies to create an impression and a positive impact on customers in order to promote image of the organization
  • Choose unique behaviors in order to handle difficult customers
  • Identify techniques to have an impact on overall business performance and growth
  • Effectively deal with unmet customers’ expectations
  • Evaluate performance and take action plan for further improvement

Course Content

1. Customer Service Excellence

  • Introduction
  • Service excellence deliverance
  • Why are we here?
  • Giving services to the customers

2. What you are Going to Offer?

  • Offers made to customers by your organization
  • Do you think you are the expert?
  • Making a promise

3. Understanding your Customers

  • Knowing your targeted customers
  • Meeting and analyzing the customers’ expectations
  • Changing patterns of customers’ expectations
  • Key steps of customer service excellence process
  • Loyalty of the customers

4. Providing Service Excellence

  • Defining service excellence
  • Generating long-lasting first impression
  • Selecting an appropriate behavior
  • Meeting needs of the customers
  • Internal customers
  • Working efficiently with the co-workers
  • Policies, procedures, legislation and standards
  • Working successfully with your colleagues
  • Providing accessible services

5. Connection with Customers

  • Developing connection
  • Communication
  • Promoting trust and confidence
  • Appropriate body language
  • Be a good listener
  • Raise quality questions
  • Give appropriate information to the customers
  • Connecting with customers on telephone
  • Giving relevant information to customers

6. Deal with Challenging Situations

  • Dissatisfaction of customers
  • Importance of feedback from customers
  • Receive comments and appreciation
  • Recovering services

7. Boosting Business

  • Promoting the organization
  • Different ways to increase/boost business
  • After sale analysis
  • Process of sale

8. Improving your Customer Service

  • Review and evaluate performance
  • Plan for improvements

Course Methodology

The training is going to be highly interactive combination of lectures, group discussions, questionnaires, individual reflections, role plays, simulations and videos. 

Target Audience

The course is designed for those individuals or the organizations that are involved in delivering customer service to the people.

Duration

2 Days (08:30–14:30) with appropriate breaks for tea/refreshments and lunch.

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