Providing Stellar Customer Service

Home Courses Our Courses Providing Stellar Customer Service

- Providing Stellar Customer Service -

Course Overview

Customer service isn’t just important for an organisation, it’s essential! According to a recent Microsoft survey, 66% of customers are willing to spend more money with a company that provides them with excellent customer service. So, whether your employee’s contact with customers is in person, by telephone, or using email, every time your managers and employees interact with customers, they create either a positive or a negative perception of themselves and your organisation in the minds of your customers.

The one-day Providing Stellar Customer Service program focuses on helping employees from all levels to have the right mindset and to learn the specific techniques and strategies for being willing and able to deliver a higher level of customer service through their professionalism, empathy, communication, and conflict resolution skills. Regardless of how good your current service levels are, this important training program explores the critical aspects of serving ALL of your internal and external customers even better.

Key Learning Outcomes

Why is having a “customer-first” attitude so important in today’s workplace?
The facts around service. What customers are trying to tell you.
What does outstanding customer service look like? Examples of terrible and extraordinary service
Jan Carlzon’s “Moments of Truth” and why this philosophy is more important than ever.
Spotting and adapting to customer’s personality type (critical to customer service success)
The complete picture: What are the phases of interacting with the customer
Greeting the customer. Redirecting customers.
In-person and telephone etiquette.
The tone of voice. Active Listening
Follow-through/follow-up – the difference, the importance, and the best approaches that work
Service Recovery: Responding to complaints of bad service and missed SLAs
Secrets for handling unreasonable customers’ expectations

Training Outline

Morning Session

Why is customer service such an important part of your role?
Yes, everyone is a customer.
The 5 levels of customer service. What is your usual service level?
Examples of great service cultures from the world’s best service organisations.
External vs internal customer service: what’s the difference?
Who are your customers? Identify your internal and external customers.
Valuable as your external customers.
Your customer satisfaction is based on Identify your customers’ most important expectations.

Afternoon Session

Prepare yourself to manage your customers by knowing their personalities and needs. (Using DiSC behavioural profiling)
Understand yourself.
Understand the personality styles of others.
Expand your communication and service skills to get along with more customers.
Building your customer service skills in person, on the telephone, and with e-mail.
Dealing with difficult customer situations.
How to listen to an angry customer so you can calm any tension and resolve their concerns.
21 more ways to develop a customer service mindset.

Training Options

We realise every client is different. You may have only half a dozen people to train, or perhaps you’re running a conference and want a guest speaker or a trainer to undertake a high impact, short breakout session.

Whatever you have in mind, we want to help you achieve your training goals. Let’s start a conversation and find out what’s happening at your place and what you want your people to be able to do differently as a result of training. If you’re on a tight budget, we get that as well. Rest assured, we are good listeners, and we are here to help you achieve your outcomes.