Course Description
This intensive 5-day Customer Service Excellence Course is designed to transform participants into customer service champions. Through a blend of theoretical knowledge and practical exercises, attendees will develop the skills necessary to deliver exceptional customer experiences, handle challenging situations with confidence, and contribute to overall business success.
Learning Objectives
- Understand the principles of customer service excellence and its impact on business success
- Develop effective communication skills for various customer interactions
- Learn techniques for managing difficult customers and resolving conflicts
- Gain insights into creating personalized customer experiences
- Understand the role of empathy and emotional intelligence in customer service
- Master the art of turning negative experiences into positive outcomes
Course Modules
Day 1: Foundations of Customer Service Excellence
- Understanding the customer service landscape
- The impact of excellent customer service on business success
- Key principles of customer-centric organizations
- Developing a customer service mindset
Day 2: Effective Communication in Customer Service
- Active listening techniques
- Verbal and non-verbal communication skills
- Adapting communication styles to different customer types
- Mastering written communication for customer service
Day 3: Managing Difficult Situations and Conflict Resolution
- Identifying and managing customer emotions
- De-escalation techniques for angry or frustrated customers
- Problem-solving strategies for complex issues
- Turning complaints into opportunities
Day 4: Creating Personalized Customer Experiences
- Understanding customer needs and expectations
- Techniques for personalizing interactions
- Utilizing customer data to enhance service
- Going above and beyond: exceeding customer expectations
Day 5: Continuous Improvement and Innovation in Customer Service
- Measuring and analyzing customer satisfaction
- Implementing feedback loops for service improvement
- Leveraging technology to enhance customer service
- Developing a personal action plan for ongoing growth
Practical Wins for Participants
- Enhanced ability to handle challenging customer interactions with confidence
- Improved communication skills applicable across various customer service channels
- Strategies to turn dissatisfied customers into loyal advocates
- A personalized action plan for continuous improvement in customer service delivery
Credits: 5 credit per day
Course Mode: full-time
Provider: Blackbird Training Centre
