Customer Service Workshop

Customer Service Workshop

Objectives

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

• Explain the importance of superior customer service in any situation and in any environment
• Use tried and true communication techniques to maximize their overall effectiveness
• Demonstrate how to perform their duties in such a way that customers will remember the encounter positively
• Apply the proper behavior and communication skills in the most appropriate way regardless of the difficulties
• Apply practical methods to turn upset customers around, win their thanks and gain their respect

Who should attend

Employees at any level of any organization who deal directly with customers, whether internal or external, and who want to hone their communication skills in a supportive and professional environment with the aim of maximizing customer satisfaction on the job.

Outline

• Defining Customer Service
  • What does great service look like and feel like?
  • Sharing our own experiences of good and bad service
  • Responsibility for customer service
  • Stepping into your customers’ shoes
  • Individual and group exercises, facilitated group discussion
• Handling customer enquiries
  • Customer contact model and service standards
  • Creating lasting first impressions
  • Building and maintaining rapport
  • Using positive language and tone of voice
  • Demonstration, facilitated group review, pairs exercise with group review
• Establishing customer needs and responding to requests
  • Questioning
  • Active listening – including taking notes
  • Summarising
  • Practical exercises in pairs and trios with group discussion
• Handling work based customer requests
  • Identifying challenging customer requests
  • Responding to challenging customer requests assertively
  • Group discussion, short practice sessions in pairs with feedback
• Service recovery
  • Turning disappointment into delight
  • Identifying the nature of customer complaints
  • Responding to customer complaints
  • Introducing colleagues to resolve customer service issue
  • Group discussion, presentation, exercise with group review
• Complaint handling practice
  • Practise brief
  • Practise sessions
  • Complaint handling practice sessions with feedback, group review
• Building customer relationships
  • Relationship triangle – trust and loyalty
  • What differentiates us from our competitors?
  • Identifying ways to add value and exceed customer expectations
  • Following up
  • Presentation, revolving flipchart exercise in small groups, group review
• Applying the learning and next steps
  • Review of learning and action planning
  • Course feedback