Professional Customer Service Management

Introduction

In today’s competitive market, where products and services are increasingly similar, the key differentiator is the customer experience. Maximizing this experience ensures customer loyalty and advocacy. This course will empower your customer service team to deliver exceptional service by going beyond standard practices and creating memorable interactions.

Objectives

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

• Explain the benefits of excellent customer service.
• Define what exemplary customer care entails.
• Analyze successful companies and learn from their practices.
• Differentiate between internal and external customers.
• Utilize questioning and listening as essential customer service tools.
• Handle difficult customers effectively.
• Transform complaints into opportunities.
• Use various customer service tools appropriately.
• Manage stress and maintain motivation to create excellent first impressions.

Training Methodology

This interactive course will use:

• Open Q&A sessions
• Group exercises and activities
• Videos and case studies
• Presentations on best practices
• Opportunities for participants to share experiences and address organizational issues

The course will be conducted online via MS-Teams/ClickMeeting.

Who Should Attend?

This course is ideal for front-line customer service agents, whether they interact with customers in person or over the phone, who are either new to the role or seeking to enhance their skills.

Course Outline

Day 1: Defining Excellent Customer Service

• Understanding ‘customers’ and ‘service’
• Benefits of exceptional customer service
• Defining customer care standards
• Identifying current and future customers
• Managing internal vs. external customer expectations
• Case study: Companies excelling in customer service
• Projecting a positive company image

Day 2: Communicating With Your Customer Effectively

• Building rapport quickly and effectively, both in person and on the phone
• Mastering listening skills: understanding verbal and non-verbal cues
• Effective questioning to identify customer needs
• Words and tones to avoid
• Understanding body language and silent communication
• Ensuring consistent service delivery across the organization

Day 3: Handling Complaints & Difficult Customers

• Understanding the reasons behind customer complaints
• The impact and benefits of complaints
• Viewing complaints as opportunities for improvement
• Identifying and managing different customer behavioral types
• Techniques for calming angry customers and managing emotions
• Exceeding customer expectations

Day 4: Customer Service Tools

• Enhancing service through phone interactions
• Effective written communication with customers
• Best practices for emailing customers
• Measuring and evaluating customer service
• Understanding service level agreements
• Empowering staff to enhance customer service

Day 5: Managing Stress, Building Motivation & Putting into Practice

• Strategies for staying calm under pressure
• Avoiding personal reactions to service challenges
• Personal motivation techniques using NLP
• Practical case studies and role-playing
• Developing a personal development plan for ongoing improvement