Excellence in Customer Service

TARGET GROUP:  All employees within the service sector.

BACKGROUND: This course will ensure that the participants develop and maintain top-class service standards to please and retain customers.   Participants will recognize the paramount importance of delivering excellent customer service. Only consistent delivery of excellent customer service satisfies loyal customers and ensures a steady stream of business. Good is not good enough, only excellence takes you forward.

COURSE CONTENT:

MODULE 1 - What is Service Excellence?

  1. Types of Services
  2. Internal and External Customers
  3. Team- Building
  4. Needs, Wants and expectations

MODULE 2 - Your Attitude and You

  1. You and the Organization Mission Statement
  2. Attitude adjustment techniques
  3. Corporate etiquette
  4. Your professional image and you (groom, dress and environment)

MODULE 3 - Communication Skills

  1. Modes of communication
  2. Telephone techniques
  3. Barriers to communication
  4. Techniques to eliminate communication biases

MODULE 4 - Handling Customer Complaints

  1. Degrees of dissatisfaction
  2. Steps in handling conflict
  3. The importance of customer retention
  4. Building trust

MODULE 5 - Who are the Customers/Guests?

  1. Elements of excellent customer service
  2. Ten commandments of excellent customer service
  3. Perception – How the customer see me
  4. Moment of truth – how do I fit

MODULE 6

  1. Implementing Total Quality Management
  2. Moral Aspects of Excellent Customer Service

ASSESSMENT: Role play exercises. Participants interact as it relates to real life experiences at work with different types of customers and class exercises.