OBJECTIVES
The participant is expected to do the following:
Realize the mportance of customer services, and how the service delivered meets or exceeds the customer’s expectation
Recognize the importance of becoming educated in the area of customer service.
Recognize the relationship between poor service and customer loyalty
Practice techniques for building relationships with customer
Calculate the time, financial, and quality impact of fixing a mistake
Successfully use the STARS approach to keeping valuable customers
Be flexible and creative in adapting to customers’ requests
Learn to deal effectively with irate and demanding customers
Understand how our service impacts business success
Understand the importance of HR qualities and competencies in enhancing customer service excellence
TARGET PARTICIPANTS
All individuals wishing to develop the Customer Service Excellence Leadership Competencies
COURSE CONTENTS
1. Basic Concept of Customer Service Excellence
Excellence means
Customer means
Service means
2. Service Excellence and the Principles
Evolution of Service
Who Are Your Customers?
3. Who Is Involved in the Service?
Three Important Aspects of the Service
Moments of Truth
Reasons Why Our Customers Move
In Search of Excellence
Your Cycle of Service
Why Is Providing Service Important?
4. Service Begins With You
The Power of Positive Thinking
Behavior Breeds Behavior
Looking at Self Talk
Remaining in Control
How You Communicate With Customers
5. Establishing Rapport
Ask Appropriate Questions
Seeing the Customer’s Point of View
6. Service Standards
Service Excellence: Providing Five-Star Service
Doing Things Right the First Time
Exceeding the Customer’s Expectation
Adapt to Customers’ Requests
Say No Effectively
Develop Successful Recovery Skills
7. Difficult Service Situations
The Indifferent Customer
Irate Customer Behavior
Demanding Customer behavior
8. Service Leadership
Service Formula
Service Leadership Competency: Communication and Behavior
Building Our Future: Our Service Tower
Perception Walk: Perception Point, Perception Mapping
Action Plan: A Commitment to Improve Service In Our Company