Masterclass in Customer Service

The ultimate goal of a successful business transaction is a satisfied customer.

People do business with people, not just companies. Everyone provides customer
service, whether to internal or external customers, and the aim should always be to
exceed customer expectations with exceptional service. Satisfied customers are
significantly more likely to return, especially when they receive excellent verbal and
non-verbal communication.

This comprehensive 3-day program includes practical workshops and role-play
sessions, providing participants with both the theoretical knowledge and practical
skills needed to ensure every interaction with customers is a positive experience for
both the customer and the staff member. The program emphasizes the importance of
effective communication and customer satisfaction as key components of successful
business relationships.

Who can attend?

• Any Employee Who Deals Directly with Customers
• Customer service agents
• Sales managers & Sales representatives
• Team Supervisors
• Team Leaders
• Business Development Team Members

Course Objectives

• An overview of what 'customer service excellence' means to your customers Understand how Emotional Intelligence can give you a customer service edge Understand Value Chain, and how to enhance a customers journey
• Identify personal strengths and blind spots, and how they can impact your customers Learn how to make every interaction with customers a positive experience
• Turn customer complaints into opportunities to provide exceptional service Learn how to create rapport and build trust
• Learn, understand and practice techniques to communicate persuasively Develop Telephone Skills
• How to flex communication to match different personality types
• Develop non-verbal communication skills, including written communications

Day 1

• A New Perspective in Defining Customer Service
• External vs. internal Customers
• What does ‘Customer Service Excellence’ mean to your internal customers
• Customer Service ethics and respect in the workplace
• Establishing and maintaining a positive attitude
• Building Customer Partnerships
• The Customer Value Chain
• How can you prevent problems with difficult customers?
• Building and managing the customer relationship for continued partnerships
• Creating a climate of positive responsiveness
• Growing and nurturing service champions
• Responding effectively to different customer needs
• Service Etiquette: Making Great First Impression
• Meeting and Greeting - Introducing yourself and others
• Controlling Your Body Language and Understanding Others
• Shaking hands
• Role Plays Assessments

Day 2

• Implementing Ethics in the Workplace
• Benefit of Business Ethics in the workplace
• Guidelines for Managing Ethics in the Workplace
• Service Mindset
• Changing the attitude to Service
• Customer Service best Practices
• Provide quality Customer Service using the 6 Be’s concept
• Social Styles
• Assertive and Responsive
• Defining your style
• Kinds of Customers
• How to deal with each kind of customers
• Personality types
• Aggressive
• Passive
• Assertive
• Assertiveness: Positioning for Acceptance
• Relationship Lifecycle
• The 6 phases of Relationship lifecycle
• KYC
• Building Trust
• Role Plays Assessments
• Emotional Intelligence
• Service Excellence Recovery
• Lifetime value of a client
• Benefits of complaints, Complaint Statistics and why are complaints positive?
• H.E.A.T Technique in handling Complaints
• Service Culture
• Define Culture & Service Culture
• Cross Functional Relationships
• Building a Service Charter

Day 3

• Telephone Fundamentals
• Voice projection, tone of voice and clear pronunciationCommunication Excellence
• Communication Protocols
• Non-verbal Communication
• Business English Writing
• Email Communication
• Mis-Communication
• Communication Basics
• Building a rapport through Communication
• Assessing your Communication Skills? Development plan of Communication Skills
• Personality types
• Listening
• Questioning Types & Technique