CUSTOMER SERVICE IMPROVEMENT

This course is ideal for anyone seeking training in customer service and customer care.
The majority of participants that attend our customer services courses are in customer
facing or customer support roles, who want to develop their customer service skills and
behavior.
Our customer service training is always aligned to the most frequent method of
communication used to connect with your customers e.g. face to face, telephone, email.
We are also experienced at providing bespoke training courses in customer services, as
well as longer term programs to meet specific organization goals and service standards.

Course outline

Defining customer service excellence

  • What does great service look like and feel like?
  • Sharing our own experiences of good and bad service
  • Responsibility for customer service
  • Stepping into your customers’ shoes
  • Individual and group exercises, facilitated group discussion

Handling customer enquiries

  • Customer contact model and service standards
  • Creating lasting first impressions
  • Building and maintaining rapport
  • Using positive language and tone of voice
  • Demonstration, facilitated group review, pairs exercise with group review

Establishing customer needs and responding to requests

  • Effective customer communication:
  • Questioning
  • Active listening – including taking notes
  • Summarizing
  • Practical exercises in pairs and trios with group discussion

Handling work based customer requests

  • Identifying challenging customer requests
  • Responding to challenging customer requests assertively
  • Group discussion, short practice sessions in pairs with feedback

Service recovery

  • Turning disappointment into delight; improving customer relations
  • Identifying the nature of customer complaints
  • Responding to customer complaints
  • Introducing colleagues to resolve customer service issue
  • Group discussion, presentation, exercise with group review

Complaint handling practice

  • Practise brief
  • Practise sessions
  • Complaint handling practice sessions with feedback, group review

Building customer relationships

  • Relationship triangle – trust and loyalty
  • What differentiates us from our competitors?
  • Identifying ways to add value and exceed customer expectations
  • Following up
  • Presentation, revolving flipchart exercise in small groups, group review

Applying the learning and next steps

  • Review of learning and action planning
  • Course feedback

THE DELIVERABLES

Deliverables will include:

  • A pre workshop engagement to help us understand the current situation, gaps and expected outcomes. These will help us use relevant examples to shape our content and method of delivery.
  • Training workshop,
  • Post workshop survey to evaluate the success of the training. This will done 3 months after the training.
  • Workshop Report

TRAINING METHODS

Our trainings are highly experiential and practical. We keep in mind adult learning needs when crafting our content and methods of delivery. Specifically, some of the methods of delivery include: Brief lectures, Simulations, Group discussions, Short training videos to illustrate the application of some concepts, Role plays.

Training Delivery

We are mindful of the fact that the nature of your business requires that staff work in shifts but also aware that certain hours or days are more busy than others.

Some of the methods we use include:

  • Brief lectures to help participants understand the concepts and principles being taught
  • Focus group discussions
  • Short video clips
  • Simulations