Achieving Customer Service Excellence

Transcription

1 Achieving Customer Service Excellence A SAQA registered qualification for Administrative Professionals in all Services Sectors SAQA ID: 7789 NQF Level 4, 8 Credits Facilitator: Ronel Coetser COURSE OBJECTIVES By the end of this course you will be able to: Understand the association between customer loyalty and customer care View your customer as a source of revenue for your organisation and therefore the source of salaries. Distinguish your role and responsibility in building and enhancing customer loyalty and meeting customer needs and expectations. Achieve excellence in the service you provide by anticipating customer s needs and maintaining professionalism under pressure. Confidently communicate with customers and project the right image when dealing face-to-face and on the telephone. Tel: Fax: sales@dmstraining.co.za

2 Introduction Building positive relationships whilst providing a service can be demanding and, in sensitive situations, difficult. With the correct communication skills you can enhance your standard of customer care dramatically, and increase customer co-operation, loyalty and satisfaction. This is a two day course designed for those in daily contact with customers who need to provide a professional service to gain and maintain a competitive advantage. You will learn how to develop communication and customer handling skills to create and build rapport, maintain customer relationships and deal with problems. Like any skill, customer handling needs practising, so you will be encouraged to use real-life examples from your place of work to make the exercises relevant to your job. Course Outline Evaluating your Customer Service Skill Identifying your internal and external customers Recognising the importance of your role and responsibilities to the customer Meeting customer expectations by delivering a quality service Achieving excellence in customer service - building customer loyalty Building Customer Relations Managing first impressions which could make or break your relationship Maximising moments of truth - communicating face-to-face or on the telephone Overcoming obstacles and building relationships with different types of people Projecting confidence and professionalism What to say and how to say it Considering and managing customer demands Constructively representing your organisation Accepting Responsibility Taking personal ownership for customer satisfaction Adding personal value and exceeding expectations Enjoying the challenge and remaining customer focused Communicating Professionally with Customers Effective telephone techniques - the do s and don ts Sounding clear, concise and positive Enhancing your listening skills Dealing appropriately with different situations and difficult customers Projecting professionalism and confidence - defining assertiveness Giving bad news and saying no constructively Turning Unhappy Customers into Loyal Patrons Neutralising a difficult situation Transforming negative situations into positive outcomes through effective feedback Demonstrating empathy and gaining the customer s respect Taking ownership of the outcome and finding successful solutions Personal Growth Formulating an action plan - developing a customer service plan for your organisation

3 Day One Client problems which fall outside your area 8:30 10 :00 Module 1 Introduction Module 2 Specific Outcome 1: To establish the purpose of service excellence How the client provides income and therefore salaries for an organisation? How does losing a client affect you personally, and your organisation? How do you think a client responds to poor service? How would you pacify an unhappy client and deal with his complaints? 10:00 10:15 - Tea/Coffee and biscuits 10:15-12:00 of experience should be referred to someone who can deal with them Remember to follow your organisation s procedures when you re dealing with an actioning client complaints 14:30-14:45 - Tea/Coffee and refreshments 14:45-16:00 Remember to deal directly with clients or refer them immediately. Your note staking will enable you to pass over the client together with relevant information about their call. Implement your organisation s procedures according to the situation What kind of information may not be given to a client? What is the importance of feedback to you organisation? Why should an organisation anticipate its clients needs? Customers have six basic needs 12:00 13:00 - Lunch 13:00-14:30 Module 3 Specific Outcome 2: Make decisions and be aware of results Address your clients politely and according to the rules of your organisation

4 Day Two 8:30 10 :00 Module 4 Specific Outcome 3: Show your ability to adapt according to your client s requirements Try putting yourself into a totally different Focus on your progress, measuring service excellence, improving impressions, scheduling improvements & achieving service excellence environment and describing client service in that area Excellent customer service Rewarding performers Applying customer service in business 10:00 10:15 - Tea/Coffee and biscuits 10:15-12:00 Appendix A Ten customer service rules Do s & Don ts Naming & Shaming 12:00 13:00 - Lunch 13:00-14:30 Appendix B Customer service case study Customer service analysis 14:30-14:45 - Tea/Coffee and refreshments 14:45-16:00 Appendix C Behavioural Styles Appendix D

5 How To Register Please Call us on or Or Us at Request a quotation and Take advantage of our Daily Specials and Rates