Customer Service Skills: Advanced Skills

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Course Overview

Companies that offer differentiated, reliable and customer-friendly service have a distinct competitive advantage. Customers have become more demanding - no longer do they choose speed, quality or price - now they expect all three. This one-day course equips you with the skills to deliver consistent service excellence at every customer ''touchpoint'', handle difficult situations and achieve increased customer satisfaction and loyalty. The key to customer handling is practice, so you will be encouraged to use real life examples from your place of work.

Audience

For those who have some experience within a customer service role, either to internal or external customers, and are looking to develop their skills to deliver a consistent quality service.

Skills Gained

By the end of this course you will be able to:

• Understand your role in achieving a differentiated branded customer experience.
• Understand how to shape and deliver your customers'' expectations.
• Identify the relationship between effective communication and customer loyalty.
• Handle customer complaints and objections successfully using new tools, tips and techniques.
• Maintain a positive, customer focused attitude, even in challenging situations.
• Deliver consistent service excellence at every customer ''touchpoint''.
• Recognise the need to continuously evaluate and raise customer service standards and levels.

Course Outline

What is a Differentiated Customer Experience?

• Internal and external customer service and customer service teams
• Your impact on the customer experience
• Projecting a ''brand'' image

Meeting Customer Expectations

• Understanding customers'' needs and expectations
• Identifying expectations that generate loyalty
• Why do customers complain?
• Barriers to effective communiction

Communicating Positively with Customers

• The impact of poor listening and questioning
• Using probing questioning techniques to gather information
• Using information effectively
• Giving ''bad news'' and saying ''no'' constructively

Turning Complaints Into Opportunities

• Defusing a difficult situation
• Demonstrating empathy - exploring options and alternatives
• Balanced behaviour responses

Ensuring Consistent Quality Service

• Acting on feedback from customers
• How to influence customer loyalty
• Improving the brand experience
• Retaining your customers

Customer Service Skills: Advanced Skills / CS-CS-GT