Satisfaction to Delight - A Programme for Excellence in Customer Service

Program Overview

This comprehensive customer service program equips participants with essential knowledge and skills to deliver exceptional service. It covers the importance of customer service, internal customer relations, managing expectations, effective communication, professional behavior, and strategies for handling challenging customers. Through engaging teaching methods, participants develop the competence and confidence to enhance customer satisfaction and build strong relationships.

Program Outline

It focuses on behavioral and communication skills, the right attitude, and specific methods to analyze and improve service delivery. The program aims to equip participants with the knowledge and skills to ensure customer satisfaction and delight, even in challenging situations.

• Objectives:
• Explain the importance of customer service in a competitive environment.
• Defend the vital role of internal customers and demonstrate how their satisfaction is crucial for organizational success.
• Practice techniques for managing customer expectations and exceeding them to delight customers.
• Provide better, faster service and increase customer satisfaction.
• Recognize early signs of customer irritation and respond appropriately to find workable solutions.

Outline:

• Module 1: Concept of Customer Service
• Quotations on Customer Service
• Service definitions
• Quality service requirements
• Some interesting numbers
• Cost of bad customer service
• Customer care foundations
• Learning from the best
• Additional comments about service
• Module 2: Internal customer service
• Identifying Internal and External customers
• A final definition
• Elements of Service
• Customer requirements
• Foundation of great Service people
• The links in the Service-profit chain
• Internal customer Service
• Module 3: Managing customer expectations
• The Importance of customer expectations
• Perceived service quality
• Calming upset customers
• 12 tips for calming upset customers
• Comments you should avoid
• Managing customer expectations
• 'RATER' in real life
• The Service Quality (SQ) factors
• Flying over customers' rising expectations
• The customer loyalty ladder
• Role-plays and exercises on dealing with different personality styles
• Effective communication
• Verbal communication with customers
• Active listening
• Effective listening skills
• Phone etiquette
• Module 5: Professional behaviour with customers
• The power of behaviour
• Principles of effective behaviour
• How to behave professionally with the customer
• History of communication
• Interesting study
• Interpreting nonverbal communication
• The right behaviour with the customer
• The wrong behaviour with the customer
• Types of behaviour - Assertive, Passive and Aggressive behaviour
• Verbal and non-verbal components of communication styles
• Module 6: Dealing with difficult customers
• Dealing with different personality types
• Typical customer personality types
• Service recovery

Teaching:

• Methodology:
• Brief presentations by consultants
• Case studies
• Self-awareness exercises
• Exercises to practice methods learned
• Video clips
• Role-plays