Basics of Exceptional Customer Service

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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.

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What Will You Learn?

  • That hiring new employees and automatically assuming that they will know how to offer good customer service is a high-risk mistake that a lot of organizations make.
  • That in the eyes of the customer, the frontline staff essentially represents the organization/company. If a customer feels dissatisfied after dealing with one specific representative, chances are they will assume the entire organization is riddled with flaws.
  • That your frontline employees to a large extent affect not only your bottom-line profits but also the reputation of your organisation as they serve as brand ambassadors. In most instances, they may be the only point of contact that your customers experience your organization through and the impression they create will be what your company is known for.
  • Help frontline employees to have an appreciation and basic understanding of why customer service is critical for their personal development and successful business operations of their employers.
  • To understand the important role frontline employees play as the face of the company and brand ambassador.
  • How to deal with irate customers/guests and tough situations at work
  • The service worker attitudes that are essential in providing great customer service and Improve your interpersonal skills.
  • How to use positive language when speaking to customers.
  • Improve soft skills and general attitude towards serving others.
  • How to best serve customers and to develop a customer-first mindset as a frontline employee.

About the instructor

Course Curriculum

Module 1 – What is customer service and why should I care?
This module seeks to sensitize frontline/customer-facing employees on the important role they play in representing the company brand. It also aims to give them an understanding of the important role of customer service to business growth and their personal benefit. The module also seeks to ensure that frontline employees have a good understanding of what the phrase 'customer service' means or entails.

  • 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
This module covers the importance of being neat, hygienic and presentable when reporting to work on a daily basis. Seeks to emphasise the importance of self-care and feeling good about oneself on a personal level.

  • Module 2: Introductory Message
  • First Impressions
  • Meeting and greeting
  • Personal Presentation

Module 3 – Emotional Intelligence and dealing with different characters (The 4 temperaments)
This module seeks to give participants information on the various characters they may need to deal with on a daily basis and to highlight and emphasise the importance of emotional intelligence when dealing with co-workers and sometimes difficult customers.

  • 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
This module elaborates on some of the critical service worker attitudes that frontline employees should possess. The module further seeks to relay the importance of carrying a positive attitude and mindset in the workplace and personal life.

  • 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
The module seeks to highlight practical day to day examples of good customer care. The module also contains voice messages directly from customers on what their expectations are when they visit a retail store. This feedback coming directly from customers can help retail employees to understand customers better and manage their expectations.

  • 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.
This module shares examples on how frontline employees in a corporate set up may begin to employ some simple examples of how to improve the customer experience when interacting within their office, phone or social media.

  • 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
This module shares some techniques on how to deal with difficult situations and angry customers.

  • 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.
This module seeks to share some of the basic behaviours deemed appropriate and or Inappropriate when interacting with customers via email and telephone. The module also shares ways in which organizations may create positive impressions with customers through these mediums of communication.

  • 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
This module seeks to emphasise that the core of giving great service is in placing yourself in the customer's shoes. Feel what they feel and treat them as you would appreciate being treated given the same circumstances. This module seeks to bring out the importance of empathy when serving customers as it will help one to see things from the other person's perspective.

  • 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.
This module seeks to encourage the spirit of aiming to exceed customer expectations when transacting and interacting with them. Going the extra mile and helping others wholeheartedly has the potential to not only benefit your company but boost your personal brand and open growth opportunities for you within and outside your place of work.

  • 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