Customer Service
During this interactive program delegates will learn skills and techniques for serving external
and internal customers more effectively, and successfully creates customer satisfaction,
customer loyalty, and customer retention. Participants will practice using simulations, case
studies and class discussion of real-life situations – preparing specifically for the customer
issues they will actually encounter in the field.
Customer Service is not a department, it is an attitude…
This course provides the ethos of professional customer service. Delegates will learn how to
develop and maintain a positive attitude, develop proactiveness towards customers, show extra
attentiveness, provide solutions, use customer-friendly language, and deal effectively with
complaints and problems. Finally, delegates learn how to build rapport with customers,
interpret non-verbal communication skills, provide quality customer service over the
telephone, and communicate in a professional way leading them to project great image about
the company.
Delegates will also learn how to adhere and self-monitor the service standards.
Duration: Two (2) days Language: Arabic/ or English
General Methodology:
Similar to any L2S training program, this program offers an
interactive learning experience in which will allow the delegates to reflect on their
learning through an informative, indulging, and fun classroom experience. The
design of the training session focuses on the following attributes:
• Concrete Experience: The delegates will learn by doing
• Reflective Observation: Reflecting on the newly experienced skill set
• Abstract Conceptualization: Developing deeper understanding to the learned
concepts
• Active Experimentation: providing the delegates with realistic tools that can
be tested in the real life
Managing the Moment of Truth:
This training activity is used to highlight the importance of each part of
the customer interaction, covering all the ‘little things’ which can make a
difference, and to generate an understanding of the impact of the total
service experience, encouraging participants to take ownership and look
for ways to improve performance.
Customer Handling Techniques:
This training activity is used to highlight the importance of building
effective customer relationships, giving participants an opportunity to
discuss and agree what ‘good service looks and feels like’, and
understand the potential impact on the business of providing anything other than the highest
standard of service to their customers.
Attitude is everything
• What did we forget
• Service or Nervous
• Being Yourself and Sounding Your Best
• A Service Image In the Absence of Body Language
• What You Say and What it Means
• Planning the Ideal Answer
Customer Service:
Establish fundamental principles for building better relations
with customers, service users and everyone in the
organisation.
Learning Objectives
• The importance of a consistent service, every day, every
customer
• To fulfil your organisation’s mission statement
• To use appropriate communication styles
• To deal with "problems" immediately and never to argue
• To put themselves in the customer’s shoes
• To exceed customer expectations wherever possible
• To know your best customers
• To appreciate the value of 'internal' customers
• Implement service standards.
• Understand what does it take to achieve service excellence and ensure customer delight
• Understand the importance of great external customer and internal customer service
• Learn the customer-centric steps to improve external customer skills
• Steps needed to understand the customer’s needs
• Learn to manage customers’ expectations
• Developing self-attitude towards customers
• Offer exceptional customer service that guarantees repeat business through presenting
solutions
• Understand the Service Quality principles related to protocol, etiquette, and courtesy
• Implement the SPECAIL Service Module
• Create a great first impression
• Give warm sincere greetings and fond farewells
• Follow-up on customers query and concerns
• Diffusing customer anger and strategies to deal with the difficult customer
• Complaint handling - turning complaints into opportunities
• Turning customers into business advocates
• Learn to create more value and balance with "customers" on and off the job.
• Understand and Implement the BEST service Module (Bend, Empathy, Sympathy,
Thanking)
Module 1: Getting Started
• Opening & Ice breaker
• Program objective’s and guidelines
Module 2: The Service Standards (In correlation with “Emotional Ladder of Service”)
• Discover the “Emotional Ladder of Service”
o The 5 Levels of Service Quality©
• Understand the increasing levels of customer expectations
• Set service improvement goals
• Learn how customers perceive the service
• Service evaluation
• Service vulnerability
• Personalization of Service
Module 3: The Service Oriented Culture
• Understanding the emotional service drivers versus the functional drivers
• Putting “SERVICE EXCELLENCE’’ into practice
• Maintaining positive attitudes pre-& post service
• The impact of implementing “SERVICE EXCELLENCE’’ on customers
• The Four Quadrants of Service Communication©
• Understanding the customer's and providing solutions
• Going the extra mile (meeting & exceeding customer’s expectations)
Module 4: Eliminating challenges through SPECIAL service
• The SPECIAL model
Speed and time
Personal / personalize
Expectations – manage and exceed
Competence / courtesy
Information
Attitude
Long-term relationship and follow-through
• Qualities Service Champion
• Applying the SPECIAL qualities to your job
Module 5: Service Communication & Personalization
• Why Customer Centricity is the most effective service behavior
• Using the magic words (Showing Empathy & Sympathy)
• Perception points and its relation in building expectations
• Building Trust with Customers
• Types of Customers Relationship
• Providing recommendations and solutions to customers (Becoming A Trusted Advisor)
• Proactive Service Environment
• Working with Different Personalities
Module 6: Understanding Business Etiquette and Customer Service
• What is Etiquette? What is Business Etiquette?
• Communication Skills for Face to Face service and Phone handling techniques
• Basic guidelines of the dress codes.
• The relation between Etiquette and Enhancing client service
• Building the Service language (Written, Verbal and Face-to-Face)
• DO’s & Don’ts while handling face to face service and over the phone
Module 7: Service Retention and Recovery
• Why do customers leave and complain?
• Handling Customer’s Queries
• Addressing complaints
• Escalations; techniques and process
• Handling Customer’s Complaints (Face to Face & Over the phone)
• Do's & Don’ts in handling complaints
• Dealing with difficult & angry customers
• Service Recovery and Customer Retention
• The 7 rules in recovery
Module 8: The Full picture
• Action plans
• Learning Diary
• Summary of key learning points
