Customer Service Excellence

Objectives

This course teaches you to:
i. Create awareness on the importance of service excellence.
ii. Understand the need to put customers first in service.
iii. Develop customer service professionalism and the right attitude in handling customer complaints. iv. Learn effective communication skills in service excellence.

 

Who Should Attend

Hospitality Service Professionals and Front Line Service Associates.

 

Course Description

This workshop will help participants understand the values, skills, techniques, and attitudes necessary to deliver the outstanding, legendary level of customer service you need in order to make sure your customers come back again and again to do business with you – and not switch to your competition.

 

Duration

2 days

 

Course Outline

MODULE LEARNING OBJECTIVES

The Key Elements to Excellent Customer Satisfaction

“The Five Principles of Service First”: the foundations of exceptional service are described and defined

The Power of Teamwork

Demonstrates how co-operation between employees impacts the customer service level
Defines teamwork, identifies skills for teamwork development and gives guideline for a teamwork action plan

Exceeding Customer Expectations

Identifies the need for employees to EXCEED customer expectations to elevate their level of customer service above the competition
Teaches how to apply the “Golden Rule” to customer interaction, how to put forth extra effort and how to treat co-workers as internal customers

Handling Complaints and Irate Customers

Presents complaints as an opportunity to improve existing service and begin delivering quality service
Identifies basic problem solving skills, complex problem and irate customer handling skills
Introduces the concepts of self-talk and CLASS ACT

Service Recovery

Takes a situation where the customer is unhappy and turns it into a positive, loyalty-establishing experience
Demonstrates how to create positive

The Language of Positive Communication

Demonstrates how to create positive customer interactions and eliminate negative communication habits
Provides an understanding of first impressions, developing a positive attitude and defines communication in its different forms

Effective Questioning and Listening Techniques

Identifies the skills for asking questions, active listening and the confirmation of understanding

Effective Telephone Techniques

Teaches techniques on how to transfer the skills in the previous seven sessions to the use of the telephone, fax and electronic mail
Covers all facets of communication from facial expression, pacing, to the tone of the communicating parties