Customer Service Excellence
Purpose of the Course
To revolutionise the way participants view and deliver customer service, creating a customer-centric culture that drives loyalty and business growth.
To equip participants with the latest trends, tools, and techniques in customer service, ensuring exceptional experiences at every touchpoint.
To inspire a passion for customer service excellence, fostering a team of brand ambassadors who consistently exceed expectations.
By the end of the programme, learners would be able to:
- Participants will gain a deep understanding of the evolving landscape of customer service and its impact on business success.
- Participants will develop a customer-centric mindset, prioritizing customer needs and satisfaction in every interaction.
- Participants will learn effective communication, active listening, and problem-solving skills to address customer concerns promptly and professionally.
- Participants will master the art of building rapport and creating memorable customer experiences that foster loyalty and advocacy.
- Participants will explore innovative strategies for using technology to enhance customer service and streamline processes.
- Participants will collaborate to develop a customer service action plan tailored to their specific roles and responsibilities.
Course Content:
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Module 1: The Evolution of Customer Service
- Importance of customer service in today's business environment
- Changing expectations of customers in the digital age
- Impact of social media, online reviews, and mobile technology
- Interactive exercise: "Customer Journey Mapping"
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Module 2: Building a Customer-Centric Culture
- Importance of creating a culture that values customers
- Examples of companies with excellent customer service
- Group activity: "Customer Service Values"
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Module 3: Mastering Communication Skills
- Effective communication techniques for verbal and nonverbal interactions
- Active listening, empathy, and rapport building
- Role-playing exercise: "Customer Service Scenarios"
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Module 4: Exceeding Expectations
- Strategies for creating exceptional customer experiences
- "Wow" moments and surprising and delighting customers
- Personalized customer service and creating a lasting impression
- Interactive game: "Customer Service Jeopardy"
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Module 5: Resolving Customer Complaints
- Importance of handling complaints effectively
- Steps in the complaint resolution process
- Role-playing exercise: "Complaint Resolution Simulation"
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Module 6: Leveraging Technology for Customer Service
- Latest trends in customer service technology (chatbots, AI, social media)
- Benefits and challenges of using technology
- Group activity: "Technology Showcase"
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Module 7: Building a Team of Brand Ambassadors
- Empowering employees to become brand ambassadors
- Motivating and recognizing employees for customer service efforts
- Interactive exercise: "Customer Service Awards"
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Module 8: Creating a Customer Service Action Plan
- Developing a comprehensive customer service action plan
- Implementing and evaluating the plan
- Group activity: "Action Plan Workshop"
Method of Presentation :
Teaching Aids :
Course Manuals. Audio/ Visual Aids, Flip charts
Matching Assessment & Pre-work :
Self Assessments, Customer Service Perspective (Optional: company assessment ).
Interactive :
Facilitation, Participative Involvement, Practical Exercises, Role Playing, Case Studies
Target Group :
- Frontline customer service staff
- Customer service managers and team leaders
- Marketing and sales professionals
- Executives and business owners
- Organisations in Customer-Facing Industries
Duration of Course :
2 Days
Venue :
Training can be conducted in-house, or at a venue of your choice.