CUSTOMER SERVICE MANAGEMENT CERTIFICATE

TRAINING OVERVIEW

In this engaging training course, participants will acquire essential tools, resources, and proven methodologies to elevate customer relationships and champion exemplary customer service practices within their organizations. In the contemporary business landscape centred around customer satisfaction, adept customer service management necessitates the adept utilization of communication tactics, persuasive methods, and conflict resolution expertise. Realizing optimal customer service entails the cultivation of a proficient and inspired team of service professionals, fuelled by a genuine commitment to delivering high-quality service. This not only furnishes the organization with a distinct competitive edge but also ensures sustained customer loyalty, fostering repeated patronage.

TRAINING TOPICS

• Customer service management best practices and procedures
• Effective communication and interpersonal skills development
• Win-win negotiation principles, service recovery strategies, and conflict resolution skills
• Customer service satisfaction measuring & monitoring standards for continuous improvement
• Leadership development & team building techniques promoting customer service excellence

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

• Describe the best practices of a world-class customer service providers
• Identify key components that promote customer retention and loyalty
• Measure and monitor customer service satisfaction standards
• Utilize non-verbal communication gestures to make positive first impression & build rapport
• Use conflict resolution skills to work with difficult or demanding customers

TRAINING IS TAILORED TO

• Fundamentals of world-class customer service management
• Effective communication and people skills development
• Leading the way to customer service excellence
• Measuring and monitoring customer service satisfaction
• Action planning for improving customer service management

TRAINING METHODOLOGY

DAY ONE:

FUNDAMENTALS OF WORLD-CLASS CUSTOMER SERVICE MANAGEMENT

• The benefits of providing world-class customer service
• Does the 'customer experience' align with your organization’s vision/mission statement?
• Identifying internal and external customer expectations
• How to use customer service to increase sales and customer satisfaction
• Benchmarking the best and worst rated customer service providers
• The WOW Factor: Going the Extra Mile to exceed customer expectations

DAY TWO:

EFFECTIVE COMMUNICATION AND PEOPLE SKILLS DEVELOPMENT

• Body language: How to read your customer like a book
• Managing the four customer personality types
• Questioning techniques and active listening skills to improve communication effectiveness
• How to determine a customer’s “preferred learning style”
• Dos and don't of written communication
• Keys to effective telephone and voice mail communication

DAY THREE:

LEADING THE WAY TO CUSTOMER SERVICE EXCELLENCE

• The benefits of teamwork and mutual cooperation
• Team building and leadership exercise
• The role of the supervisor during service recovery
• Empowering employees to better serve their customers
• The most admired leadership traits
• Motivating employees to improve performance

DAY FOUR:

MEASURING AND MONITORING CUSTOMER SERVICE SATISFACTION

• Establishing customer service satisfaction measuring and monitoring standards
• Best practices for recording and monitoring customer service issues
• The art of giving and receiving constructive feedback
• Negotiating win-win outcomes
• Managing emotions during stressful situations
• Service recovery strategies for working with difficult customers

DAY FIVE:

ACTION PLANNING FOR IMPROVING CUSTOMER SERVICE MANAGEMENT

• What is your Action Plan?
• Your attitude makes a difference
• Stress management tips for maintaining peak performance
• Time management strategies to maximize daily productivity