customer
service programs
customer service
excellence
Introduction
Organizations need excellent customer service teams to compete
in today's customer oriented environment. Now more than ever,
it is crucial to success to understand the customers wants, needs,
and expectations as well as apply excellent interpersonal relationship
skills to communicate effectively with the customer. The Customer
Service Workshop will develop participants’ customer service
skills. it will also help participants learn that the customer
service department works as a team to ensure service standards.
This course can be integrated to our other teambuilding activities.
The workshop will
entail the latest customer service information with activities
to provide participants with the hands on experience, which enhances
learning and retention.
Day One Agenda –
Customer Relations
Introductions & Overview
• Introduce ourselves
• Getting to know each other (Icebreaker)
• Sharing Expectations
• Our Focus - Workshop Objectives
Examining Customer
Relations
• Define Customer
• Your Function in the Customer Service Relationship
• Effective Customer Relations
• Understanding the Customer needs, wants, and expectations
Service Excellence
• Exceeding Customer Expectations
• The importance of Interpersonal Communication Skills
Interpersonal Communication
Skills
• Identifying communication styles and how to work with
different styles
• Asking leading questions to gather information
• Develop active listening
• Delivering the message
• The importance of Building Relationships
Building Relationships
• Understanding the customer relationship
• Recognizing strengths and weaknesses
• Handling difficult clients effectively
• Understanding
your relationship skills
• Turning a potentially bad situation to a positive one
• Taking effective steps to achieving excellent customer
relationships
Wrap Up
• Summary of learning points
• Questions
• Reflection
Day Two Agenda –
Improving People Skills
Review & Overview
• Review our learning
• Sharing experiences
• Today's Focus - Workshop Objectives
Improving People
Skills
• Building the relationship telephone versus face to face
• Understanding values and needs
• The power of attitude
• Creating an open environment
• The importance of trust, keeping your word, and following
through
Service Management
• Evaluating the situation
• Defusing the emotion
• Understanding the problem
• Developing solutions
• Ensuring satisfaction
Overview Application
• Scenario skills practice incorporating all aspects covered
in the workshop
Wrap Up
• Summary of learning points
• Questions
• Reflection
• Evaluations
Methodology
Courses are highly interactive in nature and use a variety of
activities, games, role-plays, scenarios, case studies, dvd scenes
discussion and reflection to maximize the transfer of learning.
who should attend
managers, supervisors, customer service staff and all staff that
have contact with customers
duration: 14 hours
*program timing can be
tailored to meet your requirements
featured articles:
the
hawthorne experiments and employee motivation
what
has teamwork got to do with customer service?
understanding
DISC - how does it help me?
team brainstorming
method
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