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Delivering Exceptional Customer Service

Course Number:
5-5-GO  
Recommended Duration: 1 Day

Intended Audience:  Individuals responsible for providing customer service either over the phone or in person

Course Overview

This course provides a review of the importance and benefits of providing exceptional customer service. Participants will identify their external customers and discuss their service expectations. A facilitated discussion will help participants to identify ways to solve current customer service problems and gain initial agreement on service standards. A goal is for each employee to treat each customer experience as an individual experience for each person. Tools and techniques taught and experienced will include telephone and face to face customer service skills with prospective and existing clients, including listening skills, questioning skills, effective use of words, vocal tone and body language.

Objectives

As a result of taking this course, you will learn to:
  • Determine how exceptional customer service benefits themselves, their customer and the company in quantifiable terms Identify your external customers, their expectations and ways to exceed them.
  • Define practices that make up exceptional customer service for their area Identify and solve current customer service problems.
  • Deliver exceptional customer service both over the phone and in person

Topics

  • Components of exceptional customer service cultures
  • Knowing and applying these key components to your business environment can increase customer satisfaction and retention
  • The core dimensions of customer service
  • Customer service research and facts
  • Characteristics of good and bad customer service
  • How to set your company apart from the competition
  • Common traits of professional customer service employees
  • Core skills self-assessment checklist Identifying your client groups
  • Continuously improving your customer service levels
  • A facilitated customer service problem solving session
  • Tools to deliver exceptional customer service
  • Exceed client expectations
  • Diffuse angry clients
  • Anticipating client needs
  • Making clients feel valued through exceptional listening and questing techniques
  • Scenario skill practice
  • Key learning’s and action planning / session evaluation

Prerequisites: None

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