Delivering World Class Customer Service Training
Customer Service Training Benefits & Deliverables:
- Increase customer loyalty by better meeting and exceeding their service expectations
- Expand CSR abilities to probe customer’s needs and up-sell products and services
- Deliver service that earns the praise of customers and clients with our customer service training
- Reduce the stress level of customer service employees through our customer service training
- Decrease the number of lost customers due to poor quality service
- Transform potential customer conflict into customer cooperation
- Defuse the angry or cynical customer more successfully with our customer service training
- Deliver service that sets you apart by dialing into the personal wants and preferences of our customers
- Anticipate, identify and exceed service expectations more regularly
- Develop expert listening techniques that will tell your customer they have your full attention
- Quickly identify customer personality types and respond in their preferred communication style
- Enhance customer need probing skills through improved questioning techniques
- Improve fundamental and advanced sales and closing techniques
- Deliver bad news with phrases that don’t overly upset or alienate the customer
- Make customers feel they’re receiving top level service even when we can’t deliver everything they want
- Respond diplomatically to the most demanding customers with our customer service training
- Help customers realize when they’re wrong and come up with a face-saving solution
- Defuse customer emotions and create positive outcomes
- Build and maintain more professional telephone customer relationships
- Build greater CSR confidence through motivating customer service training
Course Outline
I. Anticipate Customer Expectations
- The 4 steps to delivering world-class customer service
- The elements of exceptional service
- Anticipate customer perceptions of service level
- Service promises used to set customer expectations
II. Deliver World Class Customer Service
- 5 keys to world-class service
- Best practices of customer service reliability, assurance, empathy & responsiveness
- Project a superior service image and personality
- Manage telephone service successfully
- Develop excellent listening techniques
III. Handle Service Problems in Ways to Satisfy Customers
- The critical importance of service recovery and customer satisfaction
- Be a fantastic problem fixer
- Soothe upset and angry customers
- Managing when you have to say “no” or deliver bad news to customers
- Deal effectively with difficult customers
- Regain trust when mistakes are made
- Keep service issues from becoming emotional
- Help customers even when they are wrong
- Convince skeptical or cynical customers
IV. Stay Calm When the Pressure is On
- Handle the stress and pressure of customer service
- Stress management techniques
- Separate the personal from the problem
