Delivering a Five-Star Customer Service Experience

As Gandhi once said, “A customer is the most important visitor on our premises and he is not dependent on us. We are dependent on him. He is not an interruption in our work. He is the purpose of it. He is not an outsider in our business. He is part of it. We are not doing him a favour by serving him. He is doing us a favour by giving us an opportunity to do so.”

During this workshop we look at the all different types of customer service. It is a misunderstanding that only employees which have direct involvement with customers need these skills, such as a receptionist or a telesales marketer. Perhaps you are company owner, in which case you would be serving customers and your staff.

 

Who Should Attend This Workshop?

 

  • Customer Service Representatives
  • Sales Representatives
  • Front Office Staff
  • Technical and Support Personnel
  • Field Service Representatives
  • Account Managers
  • Credit and Billing Specialists
  • Small Business Owners
  • Managers who want Customer Service Training

 

DURATION: 2 Days

 

KEY BENEFITS OF Delivering a Five-Star Customer Service Experience:

  • What Customer Service is.
  • How your attitude affects customers.
  • How to identify and address the needs of your customers.
  • How using excellent customer service can generate return business.
  • How to build good will.
  • How to provide customer service over the phone.
  • How online tools can aid customer service.
  • How to deal with difficult customers.

 

COURSE OUTLINE

Module 1: Who & What We Do

  • Customers
  • Customers (Exercise)
  • Internal Customers
  • External Customers (Exercise)
  • Customer Service?
  • Customer Service? (Exercise)

 

Module 2: Attitude is a Little Thing

  • Appearance
  • Appearance (Exercise)
  • Moments of Truth (Exercise)
  • Smile It’s Infectious
  • Smile It’s Infectious (Exercise)
  • Understanding the Quantum Mechanical Mind Body
  • Understanding the Quantum Mechanical Mind Body (Exercise)
  • Resonance and Rhythmic Relationship
  • Staying Awake and Being Positive
  • Staying Awake and Being Positive (Exercise)
  • Achieving Synchronicity through Entrainment with Customers
  • Achieving Synchronicity through Entrainment with Customers (Exercise)

 

Module 3: Customer Needs

  • See things from a client’s perspective
  • See things from a client’s perspective (Exercise)
  • Thinking Outside the Box
  • Thinking Outside the Box (Exercise)
  • Meeting Their Needs
  • Meeting Their Needs (Exercise)
  • Going the Extra Mile
  • Going the Extra Mile (Exercise)

 

Module 4: Get Them to Come Back

  • Following Up
  • Following Up (Exercise)
  • Taking Advantage of Complains to Build Loyal Customers
  • Taking Advantage of Complains to Build Loyal Customers (Exercise)

 

Module 5: Face to Face Customer Service

  • The Advantages and Disadvantages
  • The Advantages and Disadvantages (Exercise)
  • Utilizing the Five Senses
  • Utilizing the Five Senses (Exercise)

 

Module 6: Paraverbal and Non-verbal Communication Skills

  • The Power of Pitch (Exercise)
  • The Power of Pitch
  • The Power of Tone (Exercise)
  • The Power of Tone
  • Your Body Speaks its own Language (Exercise)
  • Your Body Speaks its own Language

 

Module 7: Telephone Customer Service

  • The Advantages and Disadvantages
  • The Advantages and Disadvantages (Exercise)
  • Telephone Etiquette (Exercise)
  • Telephone Etiquette (Exercise)
  • Tips and Tricks
  • Tips and Tricks (Exercise)

 

Module 8: Electronic Customer Service

  • The Advantages and Disadvantages
  • The Advantages and Disadvantages (Exercise)
  • Email Etiquette: The Do’s and Don’ts of Email
  • Tips and Tricks
  • Tips and Tricks (Exercise)

 

Module 9: Rescuing Difficult Customers

  • Defuse Anger
  • Defuse Anger (Exercise)
  • Music to Create Balance in Your Body
  • Music to Create Balance in Your Body
  • Identifying the Common Ground
  • Identifying the Common Ground (Exercise)
  • Know Your Limits
  • Know Your Limits (Exercise)

 

Module 10: Escalation

  • Abusive Customers
  • Abusive Customers (Exercise)
  • Brainwave Patterns
  • Breathing Technique
  • Breathing Technique (Exercise)
  • Physical Threats
  • Physical Threats(Exercise)

 

Module 11: Impress Customers Every Time

  • Ten Tips to Impress Your Customer
  • Ten Tips to Impress Your Customer (Exercise)
  • Wrap up

 

METHODOLOGY: LECTURE, INDIVIDUAL & GROUP ACTIVITY, FEEDBACK SESSIONS, DISCUSSIONS, DEMONSTRATION, BUSINESS GAMES, ROLE PLAYS.


The workshop is very interactive developed with a 20/80 approach; 20% lecture, 80% practical accompanied by a training manual individually customized for each programme.

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