Improving Customer Service

1 day
Defining Customer Service

  • What is customer service?
  • Why is it important?
  • Putting customer needs first
  • Making the customer feel special and valued

Identifying Your Customers

  • Internal customers
  • External customers
  • Finding out what your customers want and need

Meeting Expectations

  • What impression do you create?
  • Importance of timeliness
  • Ensuring quality and consistency
  • Setting expectations

Building relationships

  • What impression do you create?
  • Establishing rapport
  • Keeping things professional
  • Showing empathy – ensuring the customer feels listened to

Communication Skills

  • The communication funnel
  • The art of asking good questions
  • Active listening skills
  • Body language

Telephone Techniques

  • First impressions count
  • Methods of transferring calls
  • Passing on messages
  • Phrases to avoid on the telephone

Remaining Calm Under Pressure

  • Understanding different customer typesand how to handle them
  • Handling unreasonable expectations
  • What to say or do – what not to say or do
  • Delivering bad news
  • Problem solving in different situations

Preventing Customer Service Problems

  • Understanding why customers complain
  • Evaluation techniques
  • Measuring results