Excellence in Customer Service (Service Beyond Expectations) 

OBJECTIVES: 

The ECS course introduces customer service professionals to the fundamental principles and techniques required for excellent customer service delivery. As the first, or principle, line of contact with customers, this professional has a unique and challenging opportunity to influence customer perception and loyalty. The course teaches critical skills in professionalism; communication; management of the call, the customer, and job stresses; as well as service cross selling in the onsite class. 

By successfully completing the course participants will be able: 

1. To learn the fundamentals of customer service

2. To be able to apply customer service principles

3. To be able to understand and deal with customer needs and expectations.

4. To deal effectively with customers from different cultures

5. To be able to handle customer complaints

WHO SHOULD ATTEND? 
All staff who supply a service to other staff, customers or clients.

PROGRAM TOPICS: 

Module One: Connect With Professional Service: 

• Describe the factors that influence a customer's perception of service
• Describe the role of voice tone in communication success
• List indicators of successful communication
• List the factors of effective listening
• Demonstrate paraphrasing techniques
• Describe how to set and manage customer expectations
• Explain the value of a complaint
• Identify communication preferences 

Module Two: Communicate Effectively: 

• Describe a professional greeting and manner that conveys respect and caring
• Conduct professional holds and transfers
• Write an example of complete call documentation and email correspondence 

Module Three: Manage the Call: 

• List four types of questions used to maintain call control
• Provide responses to difficult customer questions truthfully and without
•  jeopardizing the customer's positive perceptions

Module Four: Manage the Customer: 

• Identify difficult customer characteristics and tactics to work with them
• Employ techniques to manage customer anger
• Differentiate between positive and negative trigger phrases
• List steps in professionally saying no to a customer
• Follow handoff procedure in escalating a call 

Module Five: Service Above and Beyond: 

• Match company services and products to customer needs
• Professionally offer identified services and products 

Module Six: Manage Stress: 

• Explore causes of stress and burnout on the job
• Identify techniques to relieve job stress 

WORKSHOP STYLE: 

A mixture of short presentations, interactive discussion, individual exercises and group work. The emphasis throughout is on a practical approach using case material and examples.