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Customer Service Excellence

Overview
Successful organizations are highly effective at customer and client relations. This could involve dealings with both internal and external clients and customers. The purpose of this workshop is to provide participants with the basic concepts, confidence and skills to ensure other departments, and external stakeholders, are provided with the highest level of service. This program will embed a customer service focus and will improve participants’ internal teamwork and communication processes.

Audience

This program is designed for all staff and managers since these skills are necessary for both interdepartmental functioning, as well as dealing effectively with external clients and others stakeholders.

Duration: One Day

Learning Objectives

At the end of the workshop, participants will be able to:

  • Understand the importance to their department and the organization of providing exceptional service
  • Identify who their customers are — internally and externally — and what they rely on them to provide
  • Know the behaviours associated with developing and maintaining a positive customer service attitude
  • Implement an effective model for any customer service interaction
  • Identify their individual communication style and learn how to improve and enhance this style in order to deliver superior customer service
  • Resolve complaints and lead an angry/hostile customer into mutual, constructive problem solving by using highly effective questioning and active listening skills
  • Understand how our thinking mechanisms can help or hinder the handling of difficult customer interactions
  • Control stressful situations through personal awareness and action planning

Methodology

A highly interactive day, combining leader-led facilitation, individual and small group exercises and customized skills practice.

Sample Outline for Service Excellence

8:30 – 8:45 Introductions, course overview, learning objectives

8:45 – 10:00
Overview of Providing Winning Service
The “True” Meaning of Superior Customer Service
The Foundation for Customer Service
What Business Are We Really In? – Group Exercise
What Do Our Customers Really Want? – Group Exercise
Why Provide Superior Customer Service? – Group Exercise

10:00 – 10:15  Who is Your Customer? Internal vs. External Customers

10:15 – 10:30  Break

10:30 – 10:45
Overview of the Customer Service Interaction Model
Greeting and Rapport
Understanding the Customer’s Request
Taking Action On The Request
Gaining Customer Agreement
Closing the Interaction

10:45 – 11:30
Introduction to Effective Communication Skills
Effective Verbal/Paraverbal Skills
Effective Nonverbal Skills
Effective Communication Exercise – Telephone vs. In-Person

11:30 – 11:45  Starting the Interaction Professionally – Greeting and Rapport

11:45 – 12:00
Understanding the Customer’s Request
Using a Logical Pattern of Questioning

12:00 – 1:00 Lunch

1:00 – 2:00
Customer Oriented Questioning and Active Listening
Types of Questions to Understanding the Customer’s Problem and Situation
Types of Questions to Avoid
Effective Probing Techniques
Active Listening Skills – A Different View of Listening
The Listening Game – Triad Exercise

2:00 – 2:10 Take Action On The Customer Request
2:10 – 2:20 Gain Customer Agreement
2:20 – 2:30 Close The Interaction
2:30 – 2:45 Break
2:45 – 3:30 Skills Practice – Customized Case Study / Role Play

3:30 – 4:00
Successfully Handling Conflict Situations With Angry Customers
Understanding Your / Your Customer’s Thinking Mechanism and How It Leads to Conflict
Effective Strategies For Managing These Thinking Mechanisms In Your Customer / Problem Solving and Customer Satisfaction

4:00 – 4:15 Looking Back Exercise – Applying The Strategies To An On-Job Situation
4:15 – 4:30 Personal Development Plan and Workshop Close