FrontLine: Excellence in Customer Service
Overview
In an increasingly competitive and global marketplace, superior customer service is critical to developing, maintaining, and expanding a loyal client base. Front Line Customer Service provides your staff with not only the practical tools, but also the desire to ‘wow’ your customers with knock-their-socks-off service.
Who Should Attend
All people delivering or supporting service to internal or external customers.
Workshop Outline
2 days
Module 1: The Importance of Service
- What’s Going On in the Service Industry
- The Importance of Customer Service
- You and Your Situations
- What Customers Don’t Want: Seven Sins of Customer Service
- What Customers Really Want: 10 Determinants of Service Quality
Module 2: Fundamental Concept
- Customer Service – Internal and External
- Loyalty Continuum
- Three Tiers of Customer Expectations
- What Is Value?
- Moments of Truth
- Cycles of Service
- Why Customers Leave
Module 3: Building the Customer Relationship
- Three Dimensions of “Face to Face” Communication
- Two Dimensions of Telephone Communication
- How Feelings Affect You and Your Customers
- Recognizing and Working with Behavioural Styles
- Delivering Superior Service
- Identifying Your Pet Peeves
- The Magic of Words
- The Seven Basic Skills of Customer Service
Module 4: Dealing With Challenging Situations
- Invest in Complaints
- Why Customers Complain
- Seven Tips for Listening to Customer Complaints
- Nine Tools for Recovering from Mistakes
- Effectively Dealing with Angry Customers
- Stress of Service
Module 5: Highlights and Action Plans
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