By the end of this programme, participants will be able to:
- Identify their internal and external customers and assess opportunities to enhance service quality.
- Communicate effectively with customers to build trust and satisfaction.
- Understand and empathize with customer challenges and needs.
- Manage conflict and handle difficult customer interactions professionally.
- Master telephone communication techniques to deliver exceptional customer service.
DAY 1
Understanding Customers and Service Excellence
Defining the Customer
- Identifying internal and external customers
- Understanding customer expectations and perceptions
Customer Service Fundamentals
- Exploring the relationship between cost, quality, and customer service
- Importance of achieving “right first time” service delivery
Building a Customer-Centric Mindset
- Adopting attitudes that prioritize customer satisfaction
- Benchmarking best practices for customer focus
- Practical Exercise: Mapping customer interactions and identifying areas for service improvement
DAY 2
Effective Communication and Complaint Handling
Customer Orientation
- Understanding customer satisfaction from the customer’s perspective
- Speaking the customer’s language to build rapport
Handling Difficult Customers
- Strategies for managing angry or unreasonable customers
- Overcoming communication barriers to achieve positive outcomes
Effective Complaint Handling
- Techniques for resolving complaints to enhance customer loyalty
- Listening actively and addressing the root cause of issues
- Group Activity: Watching and analyzing a video (“How to Lose Customers Without Really Trying”) followed by a role-play on handling customer complaints
DAY 3
Telephone Skills and Building Customer Relationships
Mastering Telephone Communication
- Professional telephone behavior and techniques
- Managing the three stages of an effective call: opening, handling, and closing
- Taking messages and transferring calls efficiently
Fostering Customer Relationships
- Building motivation and a customer-care attitude within teams
- Benefits of consistent customer focus and doing the job right first time
Role-Play and Self-Assessment
- Practicing customer interactions through role-plays
- Evaluating personal customer service strengths and areas for improvement
