OTSECSC001 EXCELLENCE IN CUSTOMER SERVICE - Communication

EXCELLENCE IN CUSTOMER SERVICE (REF:OTSECS001)

Duration: 4 days

Target audience: All staff

Overview

Customer service is the service provided to   customers before, during and after purchasing and using goods and services.   Good customer service provides an experience that meets customer   expectations. It produces satisfied customers. Bad customer service can   generate complaints. It can result in lost sales, because consumers might   take their business to a competitor.

80% of CEOs believe   they deliver a superior customer service, but only 8% of their customers   agree! Customer service is sometimes   the only way a business can differentiate itself from its competitors. It isn't just about the way you greet and   serve your customers; it involves many aspects of business operations. Quality customer service is about exceeding   the expectations of your customers and really focusing on their needs and   expectations.

There are certain   customer service skills that every employee must master if they are   forward-facing with customers. Without   them, you run the risk of finding your business in an embarrassing customer   service train-wreck, or you'll simply lose customers as your service continues   to let people down. There are a few   key skills that every customer service provider should have that will   dramatically improve their conversations with customers.

Objectives

By the end of this   course successful participants will be able to:

• Define the dimensions of customer service
• Recognise customers’ needs, wants and        expectations
• Identify and set standards of        performance and measures
• Use interpersonal skills to deal        effectively with people
• Contribute to developing a culture of        customer care

Training techniques

A variety of   training techniques will be used including:

• Experiential learning
• Case studies
• Group learning and discussion
• Individual challenges
• Collaborative and competitive tasks
• Training videos
• Role plays and simulations

Resources

Participants will each   receive the following materials:

• Course workbook
• Recommended resources

Course content

Pre- and post-course   quiz

The dimensions of   customer service

• Developing customer        centricity
• Identifying customers
• Identifying needs,        wants and expectations
• Using perception        points to deliver service
• Managing your        customers’ experience

Good customer care begins with you

· Developing positive attitudes

· Adjusting to different personalities

· Identifying strengths and weaknesses

Delivering service

• Setting standards of        performance
• Communication
• Cooperation
• Care
• Developing customer        centricity

How to measure customer satisfaction

• Measurement tools
• Measuring your        effectiveness
• Customer awareness
• Using        feedback to improve performance

Assertive communication

• Face-to-face
• On the telephone
• By email

Listening skills

• The barriers to good        listening
• How to show you are        listening
• Combating listening        filters of others

Handling awkward people and situations

• Identifying awkward        behaviour
• Problem solving
• Finding win-win        solutions

Competencies Addressed

Ø Communication & Interpersonal Skills

Ø Delivering Results

Ø Problem Solving & Decision Making

Ø Relationship Building