About this course
Why do you need to attend Customer Service training?
These days, people will only stay loyal to a company if they have very good reason to. Otherwise, there is plenty of competition available they could choose to move to. As a result, you have to work even harder to keep customers and build their trust in your brand. By providing the best in customer service, you will increase trust, and that could mean the difference between customer loyalty and customers who jump ship.
Problems are always going to arise for any business no matter how hard you try to avoid them. While you can’t run a perfect business with all the perfect customers, you can ensure friction doesn’t become an issue. If customers know that they can voice complaints and those issues will be handled properly, they will feel more comfortable doing business with you.
Customer service builds brand awareness, brand confidence, and trust. When the customer has an expectation of a reliable, repeatable, pleasurable experience with a brand, loyalty increases. Customers have good role models for excellent customer service and their expectations continue to rise.
Things You Might Need for this Course
Course Objective
- Better understanding of your customers and their needs
- Appreciation of customer service role in the organization
- Define what great customer service is and the components you need to have to make it even better
- Evaluate one’s attitude in providing customer service
- Tips and tricks to make your role fun and enjoyable
- Assessing the situation and finding the best solutions to customers’ concerns
- Customer service role in the whole business cycle
- Using your body language
- Proper phone etiquette
- Proper use of email
- Understanding common grounds and knowing your limits
- Managing emotions
- Escalation process
Modules
Module 1 – Customer Service Defined
- Who we are
- What is Customer Service
- What is the role that we play in our organization
Module 2 –Foundation skills
- Basics of customer service
- How important is your attitude
- The importance of managing your emotions
Module 3 – Identifying our customers and their needs
- Who are our customers
- Customer bill of rights
- How do we identify their needs and how do we provide fair solutions to their concerns
- Going the extra mile
Module 4 – Addressing difficult customers
- Empathy and sympathy
- Managing your emotions
- Not being personal
- Turning difficult situations around
Module 5 – Email Etiquette – Servicing Customers through email
- Email Do’s and Don’ts
- Simple and understandable form of communication
- Being construction and always direct to the point of the solution
- Avoiding procrastination
Module 6 – Phone Etiquette – Servicing Customers through phone
- Phone Do’s and Don’ts
- The power of Smiling while talking
- Setting the tone
- Taking control of the conversation
Module 7 – Documentation and post actions
- The importance of documenting what transpired in every transaction
- Process of following up
- Ensuring that next steps are defined
Module 8 – Knowing when to escalate the situation
- Understanding the escalation process
- Knowing who to escalate to
- Providing escalation details
Module 9 – Putting it all together – Tips and Tricks that would
- How to provide customer service and enjoy doing it
- Managing Stress and having a positive outlook
Module 10 – Your contribution to the organization
- Being aware of the business lifecycle and where does customer service fit in
- What is your main contribution and how do you become a great contributor
