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Day 1
8:00 Morning Arrival, registration and coffee/tea
Welcome, introductions and expectations
Excellence in Customer Service & Support:
What is it?
Do you have what it takes to provide it?
Four types of service: Using a graphic show how procedures in an organisation and the staff’s personal contact lead to 4 types of service.
Reasons why excellence customer service and support is important.
Positive attitude:
Understanding the importance of attitude when dealing with customers.
Identifying the characteristics and behaviours of positive attitude.
Communicating your best image:
Identifying the visual aspects that contribute to customer satisfaction.
Body language
Telephone skills
Exercise: Identify image related aspects, personal and for own organisation and recommend improvements.
Body language: what it is, how it influences communication and contributes to excellent/poor service.
Telephone skills: the customer’s first contact with an organisation and how this influences perceptions about an organisation.
Case study: Identify problems and make recommendations to overcome.
Lunch
Customer needs identification
The four basic needs
Listening skills:
Understanding the importance of listening and getting the ‘right’ message from the customer
Exercise: Active listening role-plays
Summary and homework
Day 2
8:30 Summation and homework review
Providing for customer needs
Services available
Characteristics of service
Four basic needs revisited
Exercise: Identify and rate services available in own organisation.
Case study: Identify customer needs and decide how to meet them.
Dealing with the unexpected
Ensuring your customers return
• What can be done
• Preparation for customer relationship/return
Case study: Identify problem areas
Dealing with customer complaints
Common complaints
Strategies for dealing with difficult customers
Case study: The difficult customer
Going beyond expectations:
Own personal plan for improved Customer Service & Support
Course Evaluation and Closure
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