Good customer service is all about bringing customers back. And about sending them away happy - happy enough to pass positive feedback about your business along to others, who may then try the product or service you offer for themselves and in their turn become repeat customers.

Satisfied and loyal customers are an organisationís biggest asset, and instituting excellent customer service has become an essential tool in pursuing market growth and expansion. It is therefore of absolute strategic importance to plan and manage the customer service process diligently. We can train your people to have the critical knowledge and skills for customer service through programmes that focus on coaching and sharing of practical skills.

The programmes will help to build a more customer-centric organisation in a customer-driven marketplace! Our series of Customer Care Programmes offer a start-to-end process in customer service training, and they have been specifically designed to enhance your competitiveness! Our close association with the industries allows us to have an accurate perspective of the latest industry needs, and based on these needs, we are continuously revising and improving our training and consulting solutions.




Objectives

To Provide The Basis of Good Customer Service
* Defining Good Customer Service
* What Customer Service Skills do you Already Have?
* Dealing with Difficult, Rude or Indifferent Customers
* Achieving Real Excellence in Customer Service
* Advanced Listening and Responding Skills
* How to make the Customers Point of View Work for you
* Developing New Customer Relationships
* Caring for Yourself as well as your Customers
* Handling Complaints with Empathy and Efficiency
* Gaining Confidence in your Customer Service Role



Customer service basics
A 4 hr. course in 2 parts
Excel in Customer Service
Telephone Skills with the Customer in Mind
Winning Your Customer's Heart
Handling Difficult Customers
Passion for Service
Writing Back!
Total Customer Satisfaction 
Measuring Customer Satisfaction
A Practical Approach to Service Recovery
Managing Your Frontline For Service Recovery



Outline
Course length 2 -  2 hr. sessions Cost $120 per person, max. number on course 11 people

Talk to us about this course
If you want to know more about this public customer service course or its suitability for you or a colleague Email us with your details and we will call you
Customer Service Course Programme
The course content may include many of the exercises listed below, and any additional material that the trainers feel is relevant to the delegates on the day.

Delegate Input
To begin the day delegates will be asked what they specifically would like from this Customer Service programme. We let people know that the workshop will be adapted throughout the day to meet their specific needs.

What is Customer Service really like?
Here we will look specifically at some of the problems front line customer service staff encounter. What kind of difficult and tricky customers they have to deal with, what the pitfalls are and where they get wrong-footed.

Defining Really Good Customer Service
First we need to define what Good Customer Service is: How do you feel when it's good? How do you feel when it's bad?

Communicating with Customers
Next we need to look at the fundamentals of communicating with customers. Whether face to face or on the phone, how you communicate is usually more important than what you say. Delegates will practise looking at what supports and what hampers good customer service, looking at body language, physical space and other verbal and non-verbal techniques (even on the phone!).

Linked to this is training to understanding physical boundaries and how to use them in difficult situations.

Working with The Customer's Point of View
We will next look at how important it is to be sure we are all 'speaking the same language'.

It is easy to misinterpret and misunderstand what your customers are saying and they in turn can easily misunderstand and misinterpret you.

We will spend some time looking at a typical customer scenario from differing points of view.

Assumptions about Customers
The assumptions we automatically make about customers affect the way we communicate with them.

There will be a brief group training exercise to highlight how easy it is to make assumptions about another person just by looking at them, focusing on their clothes, hairstyles, accents, etc.

Following this, we will look at some of the assumptions customers might be making about you.

Caught in the Line of Fire
When things are tough, most people take it personally (why wouldn't you since it's being aimed at you?) and then we want to just get it over and done with: "The sooner I can get rid of this customer, the better!"

We will introduce the idea that it is the customer complaint you are looking at, and that it can be 'held' between you as opposed to taking on board the customers problems and emotions.

We will look at how people can 'elect' themselves responsible in order to shift the dynamic between them and the customer. People may be looking for solutions, but we also know that many people just need a place to off-load their difficulties and their own frustrations.

Emotion vs. Objectivity: "So What You're Saying Is..."

A pairs training exercise that allows people calm down an over-emotional customer without getting drawn in.

We will create a typical customer conflict scenario that ends up heated, with each person trying to convince the other that his or her point of view is the right one.

We then replay it with one person taking on the skill of being an 'objective observer' who is able to reflect back to the customer what they think is going on.

Listening and Responding with Empathy

This training exercise allows the other person to be heard and get their point of view across while allowing you to set clear boundaries and deliver a difficult or uncomfortable message.

'You' vs 'I'

This exercise is to help delegates move situations forward and to shift a disagreement from one of blame (Yes you did, no I didn't, kind of dynamic) to a more reasoned reflecting back of the reality of the situation.

Delivering Difficult Messages to Customers
A technique to help people distinguish between what someone does as opposed to who they are. This can be extremely helpful when you have to deliver news the recipient doesn't want to hear.

Establishing Customer Empathy: Quick Fire Tips

Working in pairs we will get an overview of how to establish customer empathy quickly.

Some of the things we will cover are:

Using their name
Deliberately using 'I', 'You', or 'We' statements
Understanding their situation
Self-disclosure
Compliments

Gaining Customer Confidence
An exercise that deals with a number of key issues:

Gaining confidence
Changing your behaviour instantly
Dealing with intimidation, manipulation and anger
Coping with other people's upset
Feeling more in charge of the situation

The 'No' the Customer Doesn't Want to Hear
People will work on their difficult customer service scenarios practising additional techniques on the Art of Saying No, and using other tools learnt so far. They will get coaching on what works best for them.

Defusing Phrases

Here we will introduce some of the phrases we have collected over the years that help defuse tricky situations. We will also ask delegates if they have any favourite phrases that they know work. At the end of the training programme we will collate these in a booklet and distribute them to everyone.

How Do I Let Go?

Having had one difficult customer service encounter, it can be really hard to let go of all the feelings, frustrations and residue of that, before you are able face the next difficult or tricky customer service situation with a clean slate as it were. We know that it's very easy to metaphorically 'kick the cat'.

Feelings: we have a brief 'in your head' exercise that demonstrates how powerful feelings can be, even when they aren't verbally expressed. We also look at how our feelings influence our assumptions, where we make things up and then act as though what we made up is true.

Here is an opportunity for the whole group to brainstorm about different techniques and tools they know work to deal with their own angry, upset or frustrated feelings.

Customer Service Course Summary and Personal Take Out
To round of the day each person will create a Customer Service Plan of Action looking at:

What they are taking away from the Customer Service Course, what specifically they know they will use and where they will practise.