Structure of Programme
The programme is made up of one module divided in 5 parts:
PART 1: Delivering Outstanding Customer Service
What does outstanding customer service look like?
- exceeding expectations
- being thoughtful
- delivering the unexpected
The importance of delivering outstanding customer service for the customer, for the business and for you.
- the positive impacts of delivering outstanding customer service
Impact of poor customer service
- the negative impact of delivering poor customer service
You are the brand.
- understanding the brand promise and values
- Aligning yourself with the brand and taking ownership of customer issues.
PART 2: Communication Skills for Outstanding Customer Service
Communication basics (the communication cycle)
- understanding the basic components of communication (sender, communications channel, receiver)
- understanding the potential pitfalls for communication breakdown
- Identifying your audience and your purpose
Identifying the best way to communicate with customers
- Identifying the different methods of communicating with customers (written, phone, face-to-face)
- understanding the different dynamics of the various types of communication channels
- selecting the right channel/s for effective communication
Mastering your words, tone of voice and body language to create rapport
- mirroring techniques to develop rapport
Telephone handling techniques
- Telephone etiquette
- Using your voice effectively
- Answering calls promptly and courteously
- Putting the caller on hold
- Transferring calls
- Taking messages
- Closing the call
- Handling difficult callers
Effective eMail writing (the 10 Cs of effective written communication)
- Complete
- Concise
- Clear
- Conversational
- Correct
- Coherent
- Credible
- Concrete
- Courteous
- Considerate
PART 3: The Essential Elements for Delivering Outstanding Customer Service:
- Being Reliable (building trust, making and keeping promises to customers),
- Re-Assuring the Customer (positioning yourself as the expert ready to help)
- Taking Care of Tangibles
- Expressing Empathy
- Demonstrating Responsiveness
PART 4: Assertiveness Skills
- The Differences in Conflict Behavioural Styles
- Techniques for ways to improve confidence and self-esteem
- Appropriate levels of assertiveness in common service situations
- How to apply assertive behaviours through verbal techniques
PART 5: Complaint Handling and Managing Difficult Customers
- How to Recover When (not if) You Fail
- Apologies Done Right
- How to Respond Positively to Negative Feedback from Customers
- Handling Complaints
- How to Deal with Difficult Customers
Teaching, Learning and Assessment Procedures:
The programme will include a mix of formative self-assessment, peer-assessment and trainer assessment techniques, including:
- a number of self-assessment questionnaires to encourage the learners to assess and reflect on their individual competency in the skills discussed throughout the programme
- learners are expected to role-play the skills covered in the programme and given feedback by the trainer and peers
- trainer assessment of the learners’ reflective journaling after each session capturing the main points learned during each session, making a commitment to follow up on at least one practical action point and reviewing progress on the commitment made
- self-assessment through multiple choice quizzes after each session to assess the transfer of knowledge and main concepts covered during each session
What’s Included:
- Training by a certified and experienced educator/s
- Detailed course notes
- Funding options
