Are you new to a customer service role? Would you like to develop your customer handling skills so that you are able to exceed your customers’ expectations? If so, this thought-provoking and interactive workshop will give you the skills that you need.

The workshop is suitable for those who deal with internal or external customers. It focuses on the communication skills needed to achieve excellent customer service.

Who should attend?

This course is designed for staff who are new to a customer service role.

Benefits

  • Gain more confidence in your customer handling skills
  • Communicate more effectively with your customers
  • Deal with stressful customer service interactions, such as handling complaints

Learning Objectives

  • Defining what excellent customer service is
  • Map, analyse and improve your customers' journeys
  • Learn techniques to handle complaints and find appropriate service recovery

Course Outline

Introduction

• Defining excellent customer service

• Recognising WOW brands and their features

The Customer Journey

• Defining customer journey mapping

• Analysing your customer journey

• Improving your customer journey

Consistent Customer Service

• Your organisation's mission and values

• Your customers' needs and experiences

• Consequences of dissatisfied customers

Communicating with your Customers

• 3Vs of communication

• Active listening

• Facial expressions and body language

• Common complaints and appropriate service recovery

• Handling a complaint

Customer Service Language and Stress

• Techniques to deal with stressful customer interactions

• Appropriate customer service language

• Saying 'no' in a friendly way

Bringing It All Together

• Challenging customer interactions

Course Information

Length: 2 days

Maximum group size: 16