The “WOW” Level

Customer Service Curriculum

Who Should Attend

Customer Service Agents, Customer Service Team Leaders & Managers And All The Front Line Or Customer Facing Stuff In Every Organization.

Our Mutual Objectives

  • Identify The Concept Of Customer Service And It’s Importance In Today’s Business.
  • Understand Customer’s Needs Clearly And Know How To Fill Those Needs Perfectly.
  • Communicate Effectively With Customers For Reaching The Higher Level Of Satisfaction.
  • Use Telephone Effectively And Deal With Several Types Of Callers.
  • Use Complaints For The Organization’s Good By Handling Customer Objections.
  • Solving Customer’s Problems And The Problems That Faces The Customer Service Process Generally.
  • Deal With Stress And Inner Pressure For Better Service Delivery.
  • Know How To Measure The Customer Service Quality And Be Aware Of The Latest World-Wide Customer Service Champions
  • Prepare An Action Plan To Follow For Self Improvement.

 

Course Outlines

First Module

1-What Is Customer Service All About

  • What Is Customer Service
  • Why Companies Lose Customers
  • The Importance Of How You Do Things
  • Customers Buy Experiences
  • Repeat Business
  • The Lifetime Value Of Customers
  • Customer Service Facts

Second Module

2-Customer Service Excellence

  • Qualifying Customer Needs
  • Identify Your Internal And External Customers
  • Identify Which Of Your External Customers Are The Most Valuable
  • Find Out What Level Of Service Customers Want
    • Quality Of Service
    • Accuracy Of Service
    • Promptness Of Response
    • Satisfaction With Facilities. E.G. Parking, Opening Hours, Payment, Methods Available, Etc
    • Staff Attitude And Behavior

Third Module 

3-The Successful Communicator

  • Communications You Can Depend On
  • Good Communication
  • Listening Skills
  • Body Language
  • Written Communication
  • How Technology Helps & When Technology Fails
  • Using E-Mail

4- Telephone Etiquette

  • It’s Not What You Say, It’s How You Say It
  • Telephone Etiquette
  • Answering The Telephone
  • Troubleshooting
  • Managing Difficult Customers On The PhoneDealing With Difficult Types Of Personalities
    • The Talkative Caller
    • The Abrupt Caller
    • The Abusive Caller
    • The Angry Caller
    • The Arrogant Caller
    • The Bully/Bossy Caller
    • The Close-Minded Caller

 

Fourth Module

5-Turning Complains Into Opportunities

  • Benefits Of Complaints
  • The Problem Solving Process
  • Common Causes Of Complaints
  • Handling Complaints
  • Seven Steps For Customer’s Problem Solving
  • Case Studies From The Real World

Fifth Module

6-Dealing With Stress

  • Remember , Don’t Take It Personally
  • Accepting Criticism
  • Ways To Relief The Pressure
  • Helpful Reminders For Polite And Friendly Responses

Sixth Module

7-Measuring Customer Service

  • Customer Service Global Benchmarks
  • Using Internal Indicators
  • Customer Satisfaction
  • Rewarding Team Members
  • The Universal Top 25 Customer Service Champions Chart
  • What It Takes To Be A Pro.

8-Personal Action Plan

  • The Pay-Off
  • Reviewing The Lessons
  • Overcoming Obstacles

 

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