SS033: Achieving Excellence in Customer Service

Transcription

1 SS033: Achieving Excellence in Customer Service SS033 Rev.001 CMCT COURSE OUTLINE Page 1 of 5

2 Training Description: In order to create customer satisfaction, you need to go beyond good customer service and exceed your customers expectations with exceptional service. In order to achieve this it is important to ask yourself some questions: Do you or your staff have the right skill sets to deliver exceptional customer service? Currently how do you improve your Customer Service Skills and approaches? Do you strive to continuously improve your customer service? Do you listen to your customers and their needs? Do you currently listen effectively to uncover the customer s true needs? Are internal customers understood and prioritized? This Customer Service Training Course is for who want to make a significant contribution to their company s image or bottom line and make their own lives easier by consistently providing exceptional customer service. Training Objectives: By the end of the training, participants will be able to: Explain what customer service means in relation to internal & external customers Recognize how one's attitude affects service standards Learn 25 Skills in managing customer services Master ways to develop & maintain a positive, customer focused, attitude Develop needs analysis techniques to better address customer needs Apply outstanding customer service techniques to generate return business Practice techniques for developing good will through in-person customer service Formulate take away techniques for service excellence over the phone Gain insight to connecting with customers online Master techniques for dealing with difficult customers Acquire tools for recovering difficult customers Use various templates and checklist for customer handling and complaints Understand when to escalate Training Designed for: This course is intended for all employee handling customers, front liners and other who deal with customers. SS033 Rev.001 CMCT COURSE OUTLINE Page 2 of 5

3 Training Program: FIVE DAYS: PRE TEST Introduction Lesson 1 Who we are and what we do Who are customers (internal/external) Exercise: Who is your customer? What is customer Service? What is TCS? Who are customer Service Providers? 25 excellent customer skills Lesson 2 Establishing your Attitude Appearance counts! (even if not in person) The power of the smile Staying energized Staying positive Lesson 3 Identifying and Addressing their Needs Understanding the customer's problem Staying outside the box (not jumping to conclusions) Meeting basic needs Going the extra mile Lesson 4 Generating Return Business Following up Addressing complaints Template to address complaint Turning difficult customers around Lesson 5 In-Person Customer Service Dealing with at-your-desk requests The advantages and disadvantages of in-person communication Using body language to your advantage Role play Face to Face SS033 Rev.001 CMCT COURSE OUTLINE Page 3 of 5

4 Lesson 6 Giving Customer Service over the Phone The advantages and disadvantages of telephone communication Telephone etiquette Role play Handling telephone Tips and tricks improve customer satisfaction Lesson 7 Providing Electronic Customer Service The advantages and disadvantages of electronic communication Managing Customer service using variety of electronic methodology /Communication - techniques Lesson 8 Recovering Difficult Customers Methodology handling customers De-Escalating anger Establishing common ground Course Conclusion POST TEST and Evaluation Training Requirement: Hand s on practical sessions, equipment and software will be applied during the course if required and as per the client s request. Training Methodology: This interactive training course includes the following training methodologies as a percentage of the total tuition hours:- 30% Lectures, Concepts, Role Play 30% Workshops & Work Presentations, Techniques 20% Based on Case Studies & Practical Exercises 20% Videos, Software & General Discussions Pre and Post Test Training Certificate(s): Internationally recognized certificate(s) will be issued to each participant who completed the course. SS033 Rev.001 CMCT COURSE OUTLINE Page 4 of 5

5 Training Fees: As per the course location - This rate includes participant s manual, hand-outs, buffet lunch, coffee/tea on arrival, morning & afternoon of each day. Training Timings: Daily Timings: 07:45-08:00 Morning Coffee / Tea 08:00-10:00 First Session 10:00-10:20 Recess (Coffee/Tea/Snacks) 10:20-12:20 Second Session 12:20-13:30 Recess (Prayer Break & Lunch) 13:30-15:00 Last Session For training registrations or in-house enquiries, please contact: Aisha Relativo: aisha@cmc-me.com Tel.: or Mob.: Training & Career Development Department SS033 Rev.001 CMCT COURSE OUTLINE Page 5 of 5