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#910
Customer Service Training: Achieving Excellence in Customer Service
Course 910
- Duration: 3 days
- Language: English
-
17 NASBA CPE Credits (live, in-class training only)
- Level: Foundation
Providing outstanding customer service and positive customer experiences often make the difference between gaining and keeping a customer or losing one. This customer service training course will teach you how to achieve customer service excellence and offers the tools and techniques to ensure you build and maintain mutually beneficial relationships with your customers. As a result, they become loyal advocates for you and your organization.
Customer Service Training: Achieving Excellence in Customer Service Delivery Methods
- After-course instructor coaching benefit
- Learning Tree end-of-course exam included
Customer Service Training: Achieving Excellence in Customer Service Course Benefits
Provide exceptional customer service that achieves results and gets noticedAdopt the skills and techniques that routinely deliver positive customer experiencesMaximize the value of your customer interactionsDeal effectively with difficult customers and turn complaints into opportunitiesContribute to a customer-centric culture and achieve greater personal growth and customer satisfactionDemonstrate a positive, confident and professional approach with internal and external customersCustomer Service Course Outline
The importance of How
- Focusing on the how as well as the what
- Developing a relationship of mutual trust
- The Five Key Values of Customer Service
- Creating a definition of excellence
Emotional aspects of the customer experience
- Making the initial connection with the customer
- Presenting a positive first impression
- Influencing customer perceptions
- Exceeding customer expectations
Identifying the differentiators of excellence
- Taking responsibility for demonstrating customer care
- Navigating the customer through the process
- Instilling confidence with a personal approach
Fostering long-term relationships
- Adopting a positive mental attitude (PMA)
- Small actions that ensure attention to detail
Developing excellent communication skills
- Establishing rapport with your customer
- Personalizing the message
- Matching words and nonverbal signals
What you say and how you say it
- Verbal and vocal techniques that work
- Avoiding the quirks and distractors
- Banishing jargon to create clarity
Adopting a problem-solving approach
- Turning active listening into problem solving
- Employing questioning techniques that focus on outcomes
- Encouraging a spirit of inquiry rather than adversary
- Moving to a team approach with the customer
Achieving results for the remote customer
- Choosing and using appropriate media
- Applying best practices in call center etiquette
- Top tips for e-customer care
Calming upset customers with active listening
- Demonstrating emotional intelligence
- Displaying empathy and showing neutral support
- Establishing rapport and defusing anger
- What you should not say to an upset customer
Techniques for dealing with difficult people
- Remaining objective in challenging situations
- Personalizing and depersonalizing messages
- Asserting your position through polite repetition
- Handling the obstinate customer
Transforming complaints into opportunities
- Generating useful feedback and learning
- Turning a negative situation into a loyal customer
- Tapping into the potential advocate within your customer
Demonstrating leadership in customer service teams
- Mapping the internal customer network
- Strengthening weak links in the chain
- Influencing a customer-centric corporate culture
Measuring customer satisfaction
- Setting and monitoring performance standards
- Tracking progress with internal indicators
- Enabling customers to express satisfaction
- Constructing a customer service charter
Monitoring the team's development
- Seeing customer service as an attitude, not an accident
- Coaching your team for success
The characteristics and practices of excellence
- "Sharpening the saw" to hone your customer service skills
- Projecting a professional image with internal and external customers
- Ten rules that epitomize success
- Measuring personal growth and achievements
Executing your personal action plan
- Constructing personal development goals
- Committing to immediate action
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Course FAQs
Exceeding expectations through the eyes of the customer to build and maintain mutually beneficial relationships with them.
Enhance your team's effectiveness and boost productivity with instructor-led training delivered privately to your organization, live online, or to any preferred location!
No, you cannot receive PDUs from the Customer Service Training: Achieving Excellence in Customer Service course.
To find out which courses do offer PDUs, check out the PMI Q&A List ›