Location

Community Services & Continuing Education - Alexandria

Objectives

• Help the attendees to do the following:• Explain what customer service means in relation to internal & external customers.• Recognize how one's attitude affects service standards.• Master ways to develop & maintain a positive, customer focused, attitude.• Develop needs analysis techniques to better address customer needs.• Apply outstanding customer service techniques to generate return business.• Practice techniques for developing good will through in-person customer service.• Formulate take away techniques for service excellence over the phone.• Gain insight to connecting with customers online.• Master techniques for dealing with difficult customers.• Acquire tools for recovering difficult customers• Understand when to escalate

Outcomes

Upon successful completion of this course, participants will be able to: • Explain the importance of customer service in a competitive environment• Defend the vital role internal customers play and show that their satisfaction is key for the success of an organization• Practice the techniques of managing customer expectations and delighting customers• Provide better, faster service and increase customer satisfaction• Recognize early signals of customer irritation and respond appropriately in order to quickly find a workable solution to the problem

Course Contents

1. Who we are and What we doa. Who are customers (internal/external)?b. What is customer Service?c. Who is customer Service Providers?2. Defining Customer Servicea. What does great service look like and feel like?b. Sharing our own experiences of good and bad servicec. Responsibility for customer serviced. Stepping into your customers’ shoese. Individual and group exercises, facilitated group discussion3. What Is Customer Service, Care & delight?a. Customer Satisfaction Model.b. Concepts in Evaluating Service.c. Why Customers quit?d. Customer Service vs. Care.e. Mission Possible “How to transform into friend”.4. Why Customer Delight?a. The Customer is the Boss.b. Customer Care Payback.c. Who is Our Customer?5. How to Provide an Excellent Service??a. The 3 A’s of Customer Care.Display Positive Attitude.2. Show