Customer Service Management

This course has been designed for those who understand the importance of improving their customer service in the long term and is suited to those who deal with managing customer service or customer relationships; customer service professionals, service agents, front-line workers, managers, supervisors and business professionals who interact with customers and wish to improve both their skills and organisational success

• Generate ideas to make improvements to the way they work with and respond to their customers
• Meet the ever-increasing needs of their customers
• Make a good first impression, develop and maintain ongoing relationships based on trust and high quality communication
• Identify and solve problems related to customer satisfaction and the performance of customer service providers regarding their key performance areas
• Manage “difficult” customers more effectively and confidently
• Be more customer focused in their work
• Apply team work in customer care
• Improve handling of customers by frontline customer service providers

An Introduction to Customer Service

• The core principles of customer service excellence
• Understanding of the different types of customer and the value of customers and their loyalty
• The costs and impacts of poor customer service
• How measuring customer relationships can enable greater business success
• Understanding unpleasant experiences

Essential Customer Service Communication Skills

• The language and communication skills for successful interactions
• The message drop-out
• The three elements of effective communication
• Building rapport with verbal communication
• Adapt your behaviour to meet customers’ needs or expectations

Dealing with stress and calming upset customers

• Understanding what makes customers upset
• Contrast successful and difficult customer relationships
• Strategies for calming upset customers; face-to face, over the telephone, via email
• Understanding the stress of customer services roles
• Managing, or eliminating, stress
  

Maintaining a positive and customer-friendly attitude

• The individual in customer service activities
• 10 Tools to help you manage your time in customer services
• Maintaining a ‘can do’ approach
• Techniques for asking questions
• Strategies for adding genuine value

Development of a toolkit to build stronger and long lasting customer relationships

• Why the telephone is so important to customer service
• Recognising the customer’s preference and adapting accordingly
• Mastering the telephone
• Understanding the signals you send out to customers
• Identify and negotiate the best deal/outcome possible