Course Description
Principles of Quality Customer Service
Customer service is more than just keeping customers satisfied. It is the art of creating loyal, repeating clients. Just as unsatisfied customers will leave you for the competition, so will satisfied customers. In today's business world, there needs to be compelling reasons for customers to continue doing business with your company. This course is designed to teach fundamental principles that companies must implement to insure a long lasting reputation for superior customer service and to create customer loyalty.
1. Content: There are many aspects to providing superior customer service. The skills needed are not intuitive, but rather learned actions that can be repeated. This course will explore the fundamental principles that are recognized as being representative of excellent customer service.
They include:
- The three basic elements of excellent customer service;
- Dealing with difficult situations and people;
- Body language; (Standard Version)
- Avoiding Verbal Obstacles (Call Center)
- Verbal communications;
- Problem Solving;
- Telephone etiquette;
- Electronic communication - email;
- Handling company mistakes;
- What to do when you cannot say yes;
- Customer service do's and don'ts;
- Good customer service habits.
The course will contain participant exercises as well as real life examples to demonstrate and reinforce key points. |
2. Skill sets acquired: Participants will learn to develop a service oriented attitude, recognize poor verbal and non verbal communication and replace it with positive and motivating communication techniques, and how to handle difficult customers.
3. Course length: The full course content including participant exercises for each skill area is a seven hour classroom course. It includes one 15 minute morning break, a 1 hour lunch break, and one 15 minute afternoon break.
4. Prerequisites for attendees: No specific prerequisites are required. High school graduate reading skills a plus.
5. Evaluation: Class participants will be evaluated by the instructor during participant exercises and given a pass/fail mark, determined by the use and application of the skills addressed in the exercise. A multiple choice test will be given at the end of the course, testing retention of the key skills, and knowledge and application scenarios for course content.
6. Successful completion: The participant will have successfully completed the course upon full participation in the classroom (interaction and full attention paid) and achieving a passing grade on the multiple choice test.
7. Class size: Minimum class size is four participants and maximum as determined by the room size. The ideal class size is 20 participants.
8. Resources required: A classroom large enough to accommodate the class size, flip chart stand and paper. A video projector is required to project PowerPoint slides - if a projector is unavailable it can be provided by the instructor with adequate notice. A pre-meeting with management to understand any specific objectives of management. Meeting can be accommodated by phone and will take approximately 15 minutes.
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