High Impact Young Manager

Module 1  |  Module 2  |  Module 3  |  Module 4  |  Module 5

Module 4 - Managing Customers

CUSTOMER SERVICE EXCELLENCE

Introduction

In the service economy, total customer satisfaction determines the sustained success of a business. This module is an investment for organizations seeking to improve their customer service on the critical parameters of responsiveness, reliability, assurance and empathy.

There are two major reasons to deliver superior customer service: repeat business and customer happiness. Happy customers are repeat customers who provide referrals, and thus, more business.Research proves that it is easier and cheaper to retain customers than to acquire new customers.

This module will enable employees to make a significant contribution by keeping customers satisfied, the organization successful, and themselves happy.

Designed For

This programme is designed for those on the frontline or in supporting roles, who are required to provide excellent customer service.

Competencies Addressed

Customer Orientation

Workshop Objectives

On completion of this workshop participants will be able to:

• State the lifetime value of customers to organisational success
• Differentiate 'excellent' and 'poor' service from the customer's point of view
• Provide value added service with a positive attitude
• Communicate to impact customers
• Leverage the power of body language
• Identify and use techniques to deal with stress
• Deal effectively with difficult customers without hurting relationships.

Model Reference

Lifeskills 4P Customer Service

Learning Approach

Practical sessions with lectures and interactive exercises, powerful mix of facts, case studies, videos, and anecdotes.

Durations

2 Days

Course Outline

Module One: Value of Customer Service

• Importance of Customers
• The customer service chain
• Perceptions of 'excellent' and 'poor' service
• The Service Mindset
• Positive Attitudes
• 4P's for value added service
  - Product
  - Presentation
  - Practices
  - People skills
• Action Orientation
• Partnering with Customers
• Documentation

Module Two: Electrifying Communication Skills for High Impact

• Face to Face
  - Demonstrating Empathy
  - Attending
  - Positive Impressions
  - Rapport Building
  - Asking Questions to identify needs
  - Listening
  - Answering
  - Relationship building
  - Anticipating Needs
• Telephone
  - Do's and Don't's
• On-line
  - Communicating via emails

Module Three: Body Language

• Do's and Don't's

Module Four: Stress Management

• Techniques and Strategies

Module Five: Handling Difficult Customers

• Types of difficult situations
• Managing difficult customers
• Negotiations
• Managing the pressure