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Service Excellence

Training Description: 

The specific objective of the workshop is specifically designed to develop the participants’ skills and behaviors to offer exceptional customer care and excellent service delivery. It also empowers participants to provide effective solutions to customer problems, when they arise.

Objectives

  • To develop a cadre of service-minded professionals through theoretical and practical application of excellence in service delivery;
  • To explain and outline the importance and process of standards development within the Services sector in reviewing current customer service standards and/or establishing of new;
  • To develop communication skill in order to effectively utilize active listening, questioning and analysis;
  • To develop the professional approach in dealing with difficult or demanding customers and situations;
  • To identify the positioning of Service Quality/Customer Service within the Vision of any organization in order to set SMART service-related objectives, goals and budgets aiding productivity;

    • Participants will achieve competence in the following areas:

    Customer Service Basics

    • Introduction to customer service - What is Customer Service
    • Customer service in the 21st century - What does Customer Services mean today?
    • The three key element of customer service
    • Equating customer service to dollars and cents

    Simple Actions Great Returns

    • Telephone etiquette
    • Responding to business queries
    • First impressions – you only get one chance
    • Ten major do’s and don’ts of customer service

    Practice What You Preach – Customer Engagement

    • Communicating with the customers
    • Solving the customer’s problems
    • The follow -up process
    • Customer service traits to copy
    • Benefits of good customer service
    • What do your customers think?

    Improving Customer Service

    • Quality Products and Service
    • Consistency of Product or Service
    • Value for Dollar Spent
    • Knowledgeable, Quality Service
    • Guarantees that Mean Something
    • Consistency
    • Access to Information
    • The Art of Listening to the Customer
    • Being Attentive to Customers
    • Identifying Customer Attitude
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