Course Objectives
Certified Customer Service Professional
Course Methodology
This course uses a mix of interactive techniques, such as brief presentations by the consultant followed by questions, oral and written, case studies, role plays, exercises, video clips and more.
Course Objectives
By the end of the course, participants will be able to:
Define customer service and break it down to its most basic dimensions
Explain the critical link between 'attitude' and 'technique' in order to consistently deliver an excellent level of service
Use a variety of tools such as 'gap analysis' and 'RATER' to provide a level of service that is second to none
Analyze basic behavioral patterns of different customer personalities and the best way to deal with them
Discuss and practice the techniques of effective communication skills with customers
Target Audience
Managers, supervisors and customer service staff as well as staff in departments who deal directly with external customers or whose job is to support other entities or employees inside the organization.
Target Competencies
Communicating with customers
Customer orientation
Emotional control
Empathic outlook
Flexibility
Reading people
Self confidence
Course Outline
Customer service
Introduction to customer service
Definition of customer service
Service dimensions
Addressing customer needs
Attaining customer satisfaction through quality measures
Customer service excellence
Components of quality service:
Service quality
Service quality gaps
The 'RATER' model
What customers pay attention to
Dimensions of the 'RATER' model
Flying over customer expectations
Establishing service quality performance standards
The customer complaint system
Definition of ‘complaint’
Types of complainants
Sources of complaints
Why most customers won’t complain
Types of complaints
Handling complaints: the 'PEPSI' model
Inspiring staff
Principles of inspiring people ('AEPA' philosophy)
Arousing interest
Engaging them
Practicing new skills
Applying to real world
Customers loyalty
Principles of success
Who is a loyal customer
Strategies to keep customers loyal
Reasons why companies lose customers
Keys to delivering exceptional service
A profile of different customer personalities
Difficult people and difficult behavior
Characteristics of difficult people
Suggested responses
Six personalities that lead to conflict and how to deal with them
Effective communication with customers
Definition of communication
Communication goals
Communication as a critical success factor
Communication with customers
Reading the body language of customers
Characteristics of a good listener
Behaviors that block listening
How to be an active listener