Customer Care training

Customer Care training course teaches participants critical skills in the areas of professionalism, communication effectiveness, service recovery techniques, and stress management principles. This  training is aimed at those organisations who are looking to improve their customer focus and develop their customer culture by working towards the Customer Service Excellence Standard.

OBJECTIVES

At the end of this training , you will learn to:

• Establish the importance of setting and reviewing customer service standards
• Design a social media plan to improve customer service support
• Demonstrate how to deal with difficult customers in a professional manner
• Utilise time management techniques and set SMART goals to increase productivity
• Develop an understanding of internal and external customer expectations

Course Outline

1. Enhancing Your Customer Service Communication Skills

• Active Listening and Questioning Skills to Identify a Customer’s Expectations
• Body Language: How to Read Your Customer like a Book
• Working with Aggressive, Expressive, Passive and Analytical Customers
• Telephone Tips to Promote a Professional Image
• The Do’s and Don’ts of Written Communication

2. Building the Foundation for Achieving Customer Service Excellence

• The 7 Customer Service Expectations
• Measuring Internal and External Customer Service Satisfaction
• How to Use Customer Service to Increase Sales?
• “Going the Extra Mile” to Promote Customer Service Excellence
• Using Social Media to enhance Customer Service
• Protecting your Organisation’s Online Reputation

3. Service Recovery: Handling Complaints and Upset Customers

• The Importance of Customer Complaints and Why they should be Encouraged
• Empower Employees to Get the Job Done
• Steps to Follow for Customer Service Recovery
• Strategies to Help Calm Upset Customers
• Managing Emotions during Stressful Situations

4. Principles of Persuasion and Professional Negotiation Strategies    

• Cialdini’s Six Principles of Persuasion
• The Art of Giving and Receiving Constructive Feedback
• Strategies for Negotiating Mutually Beneficial Outcomes
• Words and Tones to Avoid
• Price Value Formula
• Negotiating across Cultures

5. Focusing on Customer Service Excellence and Continuous Improvement

• What is your Action Plan?
• Customer Service takes Teamwork
• Maintaining a Positive Mental Attitude
• Setting SMART Goals for Continuous Improvement
• Stress Management Tips to increase Productivity
• End of Course Review