Basics of Exceptional Customer Service

About Course
COURSE OVERVIEW
Companies who pay attention to their human capital and have a customer-centric approach will be the most successful in the near future.
Frontline employees are the core of your customer service. They represent your product, services, and brand to the customers and ultimately influence customers’ satisfaction.
ABOUT COURSE
Our programme aims to sensitize employees on the value of customer service in day to day interactions with customers and set the tone for customer-centricity. This helps employees to have a basic understanding of the importance of customer service in their roles of service.
Working with difficult customers, telephone skills, the customer value proposition and a customer-driven culture are some of the aspects covered during this training programme. It is important that all frontline staff within the organization take this programme since in a very real sense it is the frontline who produces the bottom line/profits.
About the instructor
Course Curriculum
Module 1 – What is customer service and why should I care?
-
Module 1: Welcome and how to navigate the course
-
Introductory Message
-
Why should I care about customer care?
-
The cost of poor service is substantial
-
Defining Customer Service
Module 2 – Creating positive first impressions- Personal hygiene and Image as part of the customer care
-
Module 2: Introductory Message
-
First Impressions
-
Meeting and greeting
-
Personal Presentation
Module 3 – Emotional Intelligence and dealing with different characters (The 4 temperaments)
-
Module 3: Introductory Message
-
What is emotional intelligence?
-
Temparements
-
Choleric (FIRE) – Destructive Temperament (Extrovert leader)
-
Phlegmatic (WATER) – Peace Maker
-
Sanguine (AIR) – Extrovert Leader (Quick Tempered)
-
Melancholic (EARTH) – Introvert (Perfectionist)
-
Be a good observer of your customer’s behavior
-
Why know your temperament?
-
What temperament do I have?
Module 4 – Service worker attitudes
-
Module 4: Introductory Message
-
What is an attitude?
-
Treat co workers and customers with respect
-
Do you have the right customer service attitude?
Module 5- Customer service tips for frontline retail
-
Module 5: Introductory Message
-
Tips for frontline -retail employees
-
Basic tips for tuckshop or semausu owners in Setswana (Handout Available)
-
Voice of the the customer – The Critical Component to Exceptional Service
01:23
Module 6 – Customer service tips- frontline corporate.
-
Module 6: Tips for frontline employees in the corporate sector
-
Basic Etiquette Rules of a Front Office Receptionist
-
Six Basic Customer Needs
Module 7 – How to handle irate customers and challenging customer situations
-
Module 7: Introductory Message
-
What not to do in problem situations:
-
Methods to cause less harm a in a difficult situation:
-
Tips for frontline staff to handle irate customers (Handout Available)
Module 8 – Telephone and email etiquette for frontline.
-
Module 8: What is business email etiquette?
-
Why do we need email etiquette?
-
Telephone etiquette
-
Customer Service: Points to remember
Module 9 – Empathy at the heart of customs care
-
Module 9: Introductory Message
-
What is empathy?
-
How to Use empathy Statements to win Customers
-
What is an empathy statement?
-
Phrases That Convey Empathy to Customers
Module 10 – Going the extra mile to wow your customers.
-
Module 10: The Customer/My Salary
-
What is “The wow Factor”?
-
Amaze your customers
-
Bring in the “WOW FACTOR” into your business
-
Take a VOW TO WOW
-
END OF COURSE
-
CLOSING REMARKS
-
END OF COURSE ASSESSMENT / QUIZ