Customer Service Excellence

Today’s customer is far more informed and demanding that at any time in the past. As a result, the customer service function has grown in significance to the point that it is now a Key Success Factor for all organizations. Management has witnessed a “service revolution” as increasingly empowered customers demand improved levels of interaction and defect rapidly from those who do not meet these higher standards.
Providing excellence in customer service is what will keep yourcustomers coming back.
Customer service excellence will give you the competitive advantage you need to survive in a tough and increasingly uncertain business climate. In today’s customer-oriented business environment, “people skills” are critical for personal and organizational success.
How you handle your customers can directly affect your individual goals as well as your team’s and company’s performance. This workshop gives you the skills you need to communicate professionalism, gain respect, enhance customer relationships and secure an overall competitive advantage through customer serviceexcellence.
How You Will Benefit
  • Deliver better, faster service and increase customer satisfaction
  • Learn how to gain repeat business
  • Know what customers expect
  • Increase your credibility with customers—and your value to your organization
  • Manage stressful situations more effectively
  • Recognize the signals of customer irritation—and how to respond appropriately and assist in quickly finding a workable solution to your customer’s problem
What You Will Cover
  • The benefits of providing good customer service
  • Focusing on customer service excellence and success
  • How customer service creates revenue
  • Why customer satisfaction is based on perceptions
  • Focusing on customers’ top two expectations to save time and reduce stress
  • Managing customer expectations by personality style
  • Dealing with difficult customers
  • Responding effectively to specific customer behaviours
Course content
Internal Customer Service
  • Identify Internal and External Customers
  • Understand the Two Levels of Customer Service
  • Have Influence over Issues You Can’t Control
Managing customer expectations
  • The Importance of customer expectations
  • Perceived service quality
  • What to say and what not to say
  • Calming upset customers
  • Comments you should avoid
  • Managing customer expectations
  • The Service Quality (SQ) factors
  • Flying over customers‘ rising expectations
  • The customer loyalty ladder
  • Role-plays and exercises on dealing with different personality styles
Effective communication skills for handling customers
  • Effective communication
  • Verbal communication with customers
  • Active listening
  • Effective listening skills
  • Phone etiquette
Professional behaviour with customers
  • The power of behaviour
  • How to behave professionally with the customer
  • Interpreting nonverbal communication
  • The right & wrong behaviour with the customer
  • Assertive, passive and aggressive behaviour
  • Verbal and non verbal components of communication styles
Dealing with Difficult Customers
  • Recognize and Respond Effectively to Specific CustomerBehaviours
  • Understand the Physiology of Anger
  • Listen to an Angry Customer So That They Calm Down
  • Turn an Angry Customer into a Happy Repeat Customer Using a Recovery System
  • Remain Calm During Interactions with Angry Customers by Applying Emotional Management Tools

Timings: 9:30 am – 5:00 pm, Registration begins at 9:00 am

How to Register:

  • Fees: Rs. 8,950/- + 18% GST Per Person
  • Please write to / Call -022 67256200
  • Mention the name of participant, company, contact details.
  • Fees include lunch, tea, course material, participation certificate etc.