An organization’s ability to build its business is directly impacted by how it interacts with its consumer base. Consumers who are pleased not only return to the business to make additional purchases but also suggest the business to other potential customers, expanding the sale’s potential market. A new generation of businesses has recently begun concentrating on giving their clients a unique experience that differentiates them from their rivals. Excellence in customer service is increasingly crucial to delivering this experience.

Customer service excellence raises the bar for standard customer service by not only meeting but also exceeding a customer’s expectations. Companies that aim for excellent customer service approach clients with a modus operandi focused on meeting their needs. Excellence in customer service effectively communicates an organization’s basic values to its clients and helps clients form long-lasting impressions in their minds. In addition to ensuring customer retention, it fosters enduring consumer loyalty.

The goal of the course is to provide insight into the many tools and methods employed in the corporate sector. Training on customer service is a need for any individual who wants to comprehend the philosophy behind excellent customer service and who intends to become well-versed in it.

Target Participants

This course is ideal for frontline customer service professionals, team Supervisors, department managers, account managers, field service representatives, senior marketing managers/ marketing heads, sales professionals, sales analysts, start-up founders, and entrepreneurs.

Course Duration

Online    7 Days

Classroom-based    5 Days

What you will learn

By the end of this course the participants will be able to:

• Accentuate the importance of developing and evaluating customer service standards.
• Create a social media strategy to enhance customer support.
• Exhibit professional techniques for dealing with difficult clients.
• Understand internal and external customer expectations.
• Create a competitive advantage in the industry.
• Build a positive image and reputation in the market for being a customer caring organization.

Course Outline

Introduction to Customer Service

• Concept of customer service excellence
• Benefits of customer service excellence
• Using customer service excellence to build a competitive advantage.
• Recognizing the shift from a product-centric to a customer-centric organization

Understanding Customer Needs and Expectations

• Mapping the customer journey
• Identifying customer expectations before, during and after-sales
• Body language: How to read your customer.
• Working with aggressive, expressive, passive, and analytical customers
• Telephone tips to promote a professional image.
• Adding value through customer service
• The Do’s and Don’ts of written communication
• Customizing customer service

Elements of Customer Service Excellence

• Developing communicators
• Developing empathy and connect
• Working on response time
• Product knowledge
• Identifying key performance indicators
• Conflict and dispute resolution techniques
• Managing Emotions During Stressful Situations

Enhancing Customer Experience

• Customer experience index
• Customer feedback communication channels
• Use of innovation in enhancing customer experience
• Six Hat problem-solving methodology

Developing a Customer Service Strategy

• Strengthening the sales team
• Using technology: Chabot’s, data analytics, artificial intelligence
• Developing a long-term strategic goal for strong customer service levels
• Learning models for customer service strategies

Developing Customer Service Excellence Culture

• The developing mindset among the team
• Increasing employee engagement through leadership
• Prioritizing building customer relationships
• Teamwork exercises and promoting collaboration.
• Creating accountability team

Training Approach

Our training on customer service delivered by our seasoned trainers who have vast experience as expert professionals. The course is taught through a mix of practical activities, theory, group work, and case studies.

Training manuals and additional reference materials are provided to the participants.

Certification

Upon successful completion of this training on customer Service, participants will be issued a certificate.

Tailor-Made Course

We can also do this as a tailor-made course to meet organization-wide training needs. A training needs assessment will be done on the training participants to collect data on the existing skills, knowledge gaps, training expectations, and tailor-made needs.