Customer Service Excellence

This course has been developed to equip participants with the necessary skills, knowledge, and attitudes to deliver outstanding customer service. It will first assess participants in customer service using an online test and then provide them with the necessary knowledge to turn their weaknesses into strengths. Participants will need to implement a Learning
Transfer Plan back at work to ensure that there has been an effective transfer of knowledge back at work.

After attending this workshop, participants shall be able to:
• Understand Effective Communication Skills
• Demonstrate Customer-Centric Mindset
• Solve Problems and Conflicts
• Use Technology in Customer Service
• Establish Service Standards
• Make informed decision
• Demonstrate Crisis Management Skills
• Measure and Evaluate Customer Satisfaction
• Promote a Culture of Customer Service Excellence

Analysis of Results with Participants

Individual results will be shared and interpreted to participants during day 1 of the workshop along with the following terminology:

Operational Definition

Impression Management

Personality Traits vs. Skills

Management Expectations vs. Participant Expectations

Linking Results with Behaviours

Participants will have the opportunity to reflect on their individual results and discuss with the trainer and their team members (other participants) how to optimise on the strengths identified and how to deal with possible strengths and limitations.

We will link the results analysed above with the following underlying principles of customer service.

Customer-Centric Approach:

• Understand and prioritize the needs of the customer.
• Anticipate customer expectations and work to exceed them.

Effective Communication:

• Clear and open communication with customers.
• Active listening to understand customer concerns and feedback.
• Providing information in a timely and understandable manner.

Empathy:

• Understanding and acknowledging the customer’s perspective.
• Demonstrating empathy towards customer challenges and issues.

Timeliness:

• Prompt response to customer inquiries.
• Efficient resolution of problems and concerns.

Product Knowledge:

• In-depth knowledge of products or services to assist customers effectively.
• Ability to provide guidance and recommendations based on customer needs.

Consistency:

• Consistent service delivery across various channels (e.g., in-person, online, phone).
• Uniformity in the quality of service provided.

Problem Resolution:

• A proactive approach to identifying and resolving customer issues.
• Offering solutions and alternatives to meet customer needs.

Personalization:

• Tailoring interactions to individual customer preferences.
• Recognizing and remembering customer history and preferences.

Continuous Improvement:

• Regularly seeking feedback and using it to improve service.
• Adapting to changing customer needs and market trends.

Employee Training and Development:

• Providing ongoing training to employees for skill enhancement.
• Empowering employees to make decisions and take initiative.

Technology Integration:

• Utilizing technology to streamline processes and improve efficiency.
• Offering multiple channels for customer interaction (e.g., online chat, social media, phone).

Feedback Loop:

• Establishing a system for gathering and analysing customer feedback.
• Using feedback to make informed decisions and enhance service quality.

Crisis Management:

• Having a plan in place to address customer issues during crises.
• Transparent communication and proactive resolution during challenging times.

Measuring Customer Satisfaction:

• Implementing metrics and key performance indicators (KPIs) to assess customer satisfaction.
• Regularly evaluating and analyzing customer service performance.