Learning Objectives
- Present an overview of what ‹customer service excellence› means to you and your customers.
- Estimate how Emotional Intelligence (EQ) can give you a customer service edge.
- Implement customer service cycle.
- Identify customers types and their needs.
- Identify personal strengths and blind spots and how they impact your customers.
- Explore reasons for spending more on valuable customers (no more one-size-fits-all).
- Use several tool to motivate and maintain morale in front-line customer service teams.
Modules
- Customers, customer service, and service quality defined
- Customer service vs. customer satisfaction: The Iceberg phenomenon
- Elements and dimensions of quality service
- Traditional vs. progressive customer orientation
- Sources of customer satisfaction and the zone of tolerance
- The customer experience chain
- Perception vs. reality among customers
- Emotional literacy – “understanding how my feelings affect my customer”
- Delivering what we promise and more
- Understanding needs wants and expectations of customers’ products vs. services
- Becoming aware of all the products/services you offer
- Body language as powerful tools
- Winning words vs. hedgers to avoid
- Positive vs. negative phrases and questions
- Dealing with difficult/challenging customers
- Understanding difficult customers
- How can you prevent problems with difficult customers?
- Dealing with complaints and profiling complainers
- Customer relationship management for continued partnerships
- Creating a climate of positive responsiveness
- Growing and nurturing service champions
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