Course Description
This comprehensive 5-day course equips professionals with the skills and strategies to deliver exceptional customer experiences. Participants will learn to adopt a customer-centric mindset, master effective communication techniques, and develop strategies for handling challenging situations. The course emphasizes creating a culture of service excellence that drives customer loyalty and business growth.
Learning Objectives
- Develop a customer-centric mindset to anticipate and exceed customer expectations
- Master effective communication skills for engaging with customers across various channels
- Learn strategies for handling difficult situations and turning complaints into opportunities
- Understand how to create and maintain a culture of service excellence within an organization
- Develop skills to analyze customer feedback and implement continuous improvement strategies
Course Modules
Day 1: Foundations of Customer Experience Excellence
- Understanding the customer-centric mindset
- The impact of excellent customer service on business success
- Identifying and meeting customer needs and expectations
- Developing empathy and emotional intelligence in customer interactions
Day 2: Effective Communication in Customer Service
- Active listening and questioning techniques
- Verbal and non-verbal communication skills
- Adapting communication styles to different customer personalities
- Mastering digital communication channels
Day 3: Handling Challenging Situations
- De-escalation techniques for upset customers
- Problem-solving and decision-making in customer service
- Turning complaints into opportunities for improvement
- Strategies for managing customer expectations
Day 4: Creating a Culture of Service Excellence
- Developing service standards and best practices
- Empowering employees to deliver exceptional service
- Implementing recognition and reward systems
- Fostering a customer-focused organizational culture
Day 5: Continuous Improvement and Innovation
- Collecting and analyzing customer feedback
- Implementing service recovery strategies
- Leveraging technology to enhance customer experience
- Developing action plans for ongoing service improvement
Practical Wins for Participants
- Create a personalized customer service excellence action plan
- Develop a toolkit of communication strategies for various customer scenarios
- Design a customer feedback system for continuous improvement
- Draft a service culture manifesto for their organization
Credits: 5 credit per day
Course Mode: full-time
Provider: Blackbird Training Centre
