While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This course is designed around six critical elements of customer service that, when the company lives them, bring customers back to experience service that outdoes the competition.
Specific learning objectives include:
o Demonstrate a customer service approach
o Understand how your own behavior affects the behavior of others
o Demonstrate confidence and skill as a problem solver
o Apply techniques to deal with difficult customers
o Make a choice to provide customer service
Topics covered in this course:
What is Customer Service? - the six elements of customer service and customer service focus.
Who Are Your Customers? - internal and external. This session will look at both types of customers, as well as all customers’ basic needs.
Setting Goals and Targets
What your organization expects of you, and how to ensure that those standards line up with what customers expect.
Why customer service must be a philosophy that is practiced by all employees.
Dealing with Difficult Callers
Dealing with Challenges Assertively
Dealing with Difficult People
Dealing with Conflict
Problem solving - Seven Steps to Customer Problem Solving
Measuring customer service.
Reinforcing customer service
Dealing with Stress