By the end of this course, delegates will be able to:

• Describe the best practices of a world-class customer service provider
• Develop a customer-focused mindset for continuous improvement
• Identify key components that promote customer retention and loyalty
• Measure customer service standards
• Develop an understanding of internal and external customer expectations
• Use the phone more effectively and leave professional voicemail messages
• Communicate more effectively by utilizing active listening and questioning skills
• Apply the principles of persuasion to key negotiation situations successfully 
• Give and receive feedback in a constructive manner
• Understand the importance of written and electronic communication
• Use nonverbal communication to make a positive first impression and build rapport quickly
• Set SMART goals to increase productivity
• Understand the importance of customer and organizational confidentiality
• Utilize stress management techniques to increase job satisfaction
• Use conflict resolution skills to work with difficult or demanding customers in a professional manner
• Manage their emotions during stressful situations
• Appreciate the importance of teamwork and maintaining a positive attitude
• Work effectively with difficult or demanding customers in a calm and professional manner
• Use body language to build trust and instant rapport with customers
• Encourage customer feedback and measure customer satisfaction
• Use effective negotiation principles to promote win-win outcomes

Principles for Delivering World-Class Customer Service: 

• How do customers define quality customer service?
• What are the benefits of providing world-class customer service?
• Breakout session: How to use customer service to increase customer satisfaction and loyalty
• Benchmarking exercise: Best and worst rated customer service companies
• Creating a positive first impression: What do your customers see and hear?
• Creating customer service ‘touchpoints’ to enhance the “customer experience”
• The WOW Factor: Going the Extra Mile to exceed customer expectations

Developing Effective Communication and Interpersonal Skills:

• The power of nonverbal communication
• Practical exercise: The Body Language Quiz
• How to use body language to build rapport and create a favorable first impression
• Understanding the four customer temperament styles
• Practical exercise: Determining your temperament style
• Developing your active listening skills to enhance communications
• Practical exercise: Active Listening Evaluation
• Use questioning techniques to identify a customer’s expectations and service requirements
• Determining your customer’s “preferred learning style”
• Keys to effective telephone and voicemail communication

Principles of Superior Customer Service and Organizational Procedures: 

• Does the 'customer experience' align with your organization’s vision/mission statement?
• Identifying internal and external customer expectations
• The benefits of teamwork and cooperation
• Teambuilding and leadership exercise
• Guidelines for customer and organizational confidentiality
• Dos and don’ts of written and electronic communication
• Empowering employees to better serve their customers

The Importance of Customer Feedback and Service Recovery: 

• Why is it important to encourage customer complaints and feedback?
• Establishing customer service satisfaction measuring and monitoring standards
• Best practices for recording and monitoring customer service issues
• The supervisor‘s role in service recovery
• The art of giving and receiving constructive feedback
• Negotiating win-win outcomes
• Managing emotions during stressful situations
• Strategies for working with difficult and demanding customers

Leading the Way to Customer Satisfaction and Continuous Improvement: 

• Your attitude makes a difference
• Stress management tips for maintaining peak performance
• The importance of personal development
• Setting SMART goals for continuous customer service improvement
• Practical exercise: What is your Action Plan?

• Customer Service Professionals
• Managers and Supervisors who want to improve customer relationships
• Marketing executives and managers who are interested in customer retention, Social Media and word-of-mouth marketing
• Anyone responsible for or contributing significantly to the development and implementation of customer relationships