Every front-line employee needs a solid grounding in ‘customer service’ skills. As can be expected of this course, the subjects covered tackle most of what is required by anyone interacting directly with internal or external customers.
YOU WILL LEARN HOW TO
This course offers participants, upon their acceptance, the opportunity to prove they learned the concepts of the course by passing a test that will earn them the coveted ‘Strategic Axis Professional Certification’ (SAPC) certificate in addition to the regular certificate of attendance.
IMPORTANT COURSE INFORMATION
Upon completing the course, participants will be awarded Strategic Axis certificate endorsed by ICSA – International Customer Service Association.
COURSE OUTLINE
Introduction to customer service
Definition of customer service
Service dimensions
Addressing customer needs
Introduction to customer service
Definition of customer service
Service dimensions
Addressing customer needs
Module 2: Attaining customer satisfaction through quality measures
Customer service excellence
Module 3: Components of Quality Service
Service quality
Service quality gaps
The ‘RATER’ model
What customers pay attention to
Dimensions of the ‘RATER’ model
Flying over customer expectations
Establishing service quality performance standards
The customer complaint system
Definition of ‘complaint.’
Types of complainants
Sources of complaints
Why most customers won’t complain
Types of claims
Handling complaints: the ‘PEPSI’ model
Inspiring stuff
Principles of inspiring people (‘AEPA’ philosophy)
Arousing interest
Engaging them
Practicing new skills
Applying to real world
Customers loyalty
Principles of success
Who is a loyal customer
Strategies to keep customers faithful
Reasons why companies lose customers
Keys to delivering exceptional service
Module 4: A profile of different customer personalities
Difficult people and difficult behavior
Characteristics of difficult people
Suggested responses
Six personalities that lead to conflict and how to deal with them
Module 5: Effective communication with customers
Definition of communication
Communication goals
Communication as a critical success factor
Communication with customers
Reading the body language of customers
Characteristics of a good listener
Behaviors that block listening
How to be an active listener
