delighting your customer

Aim of this workshop

To equip attendees with the behaviours and skills required to provide excellent customer service.

Delegates will learn
  • What values & behaviours underpin good customer service
  • How to make each customer feel like they are your only customer
Style

This is a 1-day highly interactive workshop with a mix of discussion and practical work that will allow delegates to identify the barriers to customer service / customer satisfaction and to develop personal strategies for improving customer service.  It will run with a minimum of 6 and a maximum of 12 people.

Target Audience

Customer support staff & customer care staff at all levels

Topics

SETTING THE SCENE

  • Introduction
  • What is customer service?
  • What level of customer service is given today?
  • What level of customer service is necessary for tomorrow?
  • Values & behaviours required to give excellent customer service
  • The difference between service and servitude
  • Profile of an excellent provider of customer service
  • Personal assessment (preliminary)

COMPONENTS OF CUSTOMER SERVICE

  • What makes a customer tick?
  • Different 'types' of customer with different needs
  • What customers need & what customers want
  • How we meet those needs & wants
  • Setting and managing customer expectations
  • Definitions of quality & professionalism
  • The advantages of having satisfied customers

INTIAL IMPRESSIONS

  • The importance of the first impression
  • The difference between impact and behaviour
  • Identifying your own impact on others
  • Highlighting areas for improvement

EFFECTIVE COMMUNICATIONS

  • Identifying the elements of effective communication
  • Improving individual communication skills
  • Communication misunderstandings
  • Ensuring the sender and receivers are in sync
  • Delivering messages that have impact
  • Recognising communication styles that can cause a conflict
  • Controlling conversations
  • Understanding the conversation cycle
  • Directing conversations toward desired outcomes

CUSTOMER RELATIONSHIPS

  • Types of relationship
  • What makes an effective relationship
  • Building relationships
  • Maintaining relationships
  • Recognition of individuals
  • Meeting & anticipating individual needs
  • Respecting cultural differences
  • Generating rapport
  • Showing that you 'own the problem'
  • Flexibility
  • Offering choices / finding solutions
  • Demonstrating 'can-do, will-do' attitude

SUMMARY & CLOSE

  • Key learning points
  • Personal assessment (final)
  • Personal Action planning