CUSTOMER SERVICE MANAGEMENT

TRAINING OVERVIEW

DixonTech presents an immersive training program, “Customer Service Management,” meticulously crafted to empower professionals with the essential skills and strategies needed to deliver exceptional customer experiences. As Walt Disney famously said, “Do what you do so well that they will want to see it again and bring their friends.” This philosophy epitomizes the essence of our training, which focuses on cultivating a customer-centric culture and fostering long-lasting relationships with clients. Participants will delve into the fundamentals of customer service management, from understanding customer needs to implement effective communication strategies and resolving conflicts. Through a blend of theoretical frameworks, practical exercises, and real-world case studies, delegates will embark on a transformative journey, equipped with the knowledge and tools to exceed customer expectations and drive business success.

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 a positive first impression & build rapport
• Use conflict resolution skills to work with difficult or demanding customers

TRAINING IS TAILORED TO

• Customer Service Representatives (CSR)
• Team Supervisors
• Department Heads/Managers
• Account Managers
• Field Service Representatives

TRAINING METHODOLOGY

At DixonTech, our training methodology for “Customer Service Management” is designed to provide participants with a dynamic and interactive learning experience. We believe in a hands-on approach that combines theoretical knowledge with practical application, ensuring that participants can effectively implement customer service strategies in real-world scenarios. Our methodology incorporates various engaging activities, including role-playing exercises, case studies, group discussions, and interactive workshops. These activities are carefully crafted to simulate common customer service situations, allowing participants to develop their problem-solving skills and communication techniques in a supportive environment. Additionally, our experienced facilitators offer personalized guidance and feedback, helping participants refine their customer service management skills and adapt them to their specific organizational contexts. By emphasizing experiential learning and skill development, our methodology empowers participants to deliver exceptional customer experiences and drive positive outcomes for their organizations.

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 is 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
• Setting SMART goals for continuous customer service improvement
• End of course review<