It is difficult to define what good customer service is from what is not. Thing is, a lot of people in customer service have wrong notions as regards how to deliver such. Are the basics of customer service still applicable in today’s business environment? Do we need to re-study these basics to move customer service from good to great? What are the more common mistakes as well as new ones we commit in delivering customer service? In handling difficult customer situations, how much does attitude count as a technique in managing customer stress? These are the questions this module will address, together with tips on how to handle one’s own paradigm when difficult situations arise.

Program Objectives

At the end of the training, participants should be able to:

1. Link importance and need of exceptional customer service to corporate strategies.
2. Differentiate exceptional customer service from what is not.
3. Know the need for customer service.
4. Recognize pitfalls to the delivery of customer service.
5. Shift paradigms to specific customer behaviors.
6. Devise tools to measure customer satisfaction levels and take corrective action if necessary.
7. Learn how to deal with difficult customer scenarios.
8. Develop a personal action plan to improve customer service skills and stick to it.

Course Outline

1. The new role of Customer Service
2. Defining Exceptional Customer Service
3. Managing Customer Expectations
4. Emotional Intelligence and the Customer
5. It's all in the packaging
6. Tools to help you win or lose the customer
7. Know the Weakness
8. The Difficult Customers
9. Manage yourself

Comprehensive course outline can be requested