COURSE Details

This course is essential for any professional who deals with customers. In this class, you will learn all the essential skills that are required to deliver efficient and reliable customer service. You will gain an understanding of customer expectations and needs and will be able to deal effectively with customers. You will also learn how to recover from customer service failures, deal with difficult customers more effectively, and consistently create memorable and positive customer service experiences.

CONTENT

Responding to the Voice of the Customer 

What do your customers expect?

Serving Internal and External Customers

Active Listening and Questioning Skills

How to Read your Customer’s Body Language

Developing a Top-Down Customer-Centric Culture 

Creating a Customer Service Vision and Strategy

Steps for Implementing a Customer-centric Service Model

The Best and Worst Customer Service Providers

Most Admired Leadership Traits

Going the Extra Mile to Provide Customer Service Excellence

The Power of a Positive Attitude

Is your team ready for takeoff?

Presenting a Professional Appearance

How to Use Customer Service to Increase Sales and Brand Loyalty

Brainstorming for Ideas to improve the “customer experience”

Measuring and Monitoring Customer Service Satisfaction

Why is measuring customer satisfaction important?

Customer Service Satisfaction Measuring and Monitoring

Techniques for Giving and Receiving Feedback

Best Practices for Processing Customer Service Issues

Service Recovery Strategies to Maintain Customer Loyalty

The Impact of Social Media on Customer Service

Building Employee and Team Motivation

Coaching and Mentoring Team Members

Stress Management Tips and Techniques

What is your Action Plan?

TRAINING METHODOLOGY

The training methodology combines lectures, discussions, group exercises and illustrations. Participants will gain both theoretical and practical knowledge of the topics. The emphasis is on the practical application of the topics and as a result participant will go back to the workplace with both the ability and the confidence to apply the techniques learned to their duties.

CERTIFICATION: On successful completion of the course, each participant will be issued an NUPRC/Shell Accredited Certificate.