FUNDAMENTALS OF CUSTOMER SERVICE MANAGEMENT

70,000.00

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Start
February 7, 2018 10:00 am
End
February 8, 2018 3:30 pm
Phone
+2347034854045 , 08058805333

Course Introduction

In this course we focus extensively on the behavioral, social and interactive aspects of customer service. This course emphasizes communication skills and the ability to understand and use all aspects of behavior and body language to ensure that all customer interactions remain positive and end successfully.

Course Methodology

In the first phase of the course a variety of methods such as case studies, self-awareness questionnaires, and exercises that help participants apply some of the customer service tools discussed, as well as some video clips are used. In the latter part of the course participants will role play gradually more challenging scenarios. These will be videotaped, reviewed and discussed in order to maximize the learning process and develop participants’ self confidence in their own ability to handle difficult situations professionally.

Course Objectives

By the end of the course, participants will be able to:

  • Explain the importance of superior customer service in any situation and in any environment
  • Use tried and true communication techniques to maximize their overall effectiveness
  • Demonstrate how to perform their duties in such a way that customers will remember the encounter positively
  • Apply the proper behavior and communication skills in the most appropriate way regardless of the difficulties
  • Apply practical methods to turn upset customers around, win their thanks and gain their respect

Target Audience

Employees at any level of any organization who deal directly with customers, whether internal or external, and who want to hone their communication skills in a supportive and professional environment with the aim of maximizing customer satisfaction on the job.

Target Competencies

  • Customer orientation
  • Emotional control
  • Empathetic outlook
  • Flexibility
  • People reading
  • Self-management
  • Role awareness

Course Outline

(A) Definition of customer service

  • A glimpse at the definition
  • Customer service in a shop
  • Customer service in a restaurant
  • Customer service in a company
  • Customer service in any organization
  • The two main dimensions of service
  • Competition versus monopoly
  • Private versus government
  • Internal customer versus external customer
  • What is really customer service
  • Explicit versus implicit elements of service

(B) Some customer service models

  • The ‘PRIDE’ model
  • The ‘RATER’ model
  • The ‘kano’ model
  • Customer service and emotional intelligence
  • Definition of emotional intelligence
  • Emotional intelligence for customer service
  • Building your emotional intelligence

(C) Customer service, behavior and communication

  • Behavior is communication
  • Body language
  • Listen before you speak
  • Expressing yourself
  • Appropriate behavior and communication according to situation

(D) Projecting Positive Image

  • Generic elements of your image
  • Respect is a two way street
  • Showing empathy
  • Eagerness to help
  • Professionalism is key
  • Self confidence
  • Fairness in all dealings
  • Specific elements of your image
  • Knowledge
  • The way you look and dress
  • The language you use
  • Your body language
  • Building rapport

(E) Customer service situations

  • Scenarios analysis and role-plays
  • Easy, regular situations
  • Common but sensitive situations
  • Complaints, problems and other difficult scenarios

Duration:  3days

Class Session : 10:00am – 3:30pm each day including Breakfast and Lunch time

Customize Your Training

This training solution and other training topics from McTimothy Associates are currently available as residential/in-house option.

FUNDAMENTALS OF CUSTOMER SERVICE MANAGEMENT

70,000.00