Service Excellence and Handling Complaint

Introduction

Developed with the most up-to-date service theories, best practices, and tools is a must-attend program for those wishing to achieve excellence in the delivery of customer service. This dynamic, interactive, and engaging one-day workshop has been designed to equip individuals with the necessary competence and “mindset” to consistently meet and, at every possible opportunity, exceed their customers’ expectations.

Objectives

• Identify what your organization has to offer customers
• Understand who your customers are, what they need, and what they expect
• Identify the key elements of customer service excellence
• Create a positive impression on your customers and enhance the image of your organization
• Choose appropriate behavior for different customer service situations
• Identify methods of promoting your organization and boosting business
• Review your performance and plan for customer service improvement
• Manage stressful situations more effectively
• Give a quick & effective response to customer complaints
• Create an environment that is open to and accepting  of complaints
• Use a complaint to re-shape the ‘customer experience’
• Manage attitudes and feelings and remain professional in difficult situations
• Use complaints to improve your level of service
• Know when to pass a complaint onto a higher authority
• How to handle your emotions when managing angry and abusive customers

Who should attend

This program benefits those responsible for developing, managing, or implementing complaint-handling policies and systems.

Course Contents

Module 1: Service Excellence

• Service Excellence Defined
• Customer Expectations
• The Customer's Perception is Reality
• How to Impress and Even Amaze Customers
• The Ten Customer Truths
• Customer Satisfaction Statistics
• The Dollar Value of Customers

Module 2: The Cycle of Service (plus Video)

• Quality of Service
• Moments of Truth
• The Cycle of Service

Module 3: The Customer-Driven Person (plus Video)

• Qualities of a Customer Service Professional
• Importance of PMA (Positive Mental Attitude)
• Self-test

Module 4: Service Communication

A. FACE-TO-FACE COMMUNICATION

• Acknowledging and Greeting the Customer
• Making the Customer feel Important
• Responding with Empathy
• Listening Actively
• Using Positive Body Language
• Clarifying the Customer's Needs
• Communicating Positively
• Serving and Problem-Solving

B. TELEPHONIC COMMUNICATION

• Telephone Communication Pitfalls
• Handling Incoming Calls
• Handling Incoming Calls when busy serving Customers
• The Five Elements of a Great Telephone Voice

Module 5: Handling Customer Complaints (plus Video)

• Customer Behavior Classified: Praisers, Patrons, Talkers, Walkers
• Common Customer Complaints
• How customer complaints can be used as opportunities to show off your extraordinary customer service to impress them and gain or retain their loyalty
• How to win over irate customers and turn them into satisfied buyers
• Handling Customer Complaints - 5 Critical Steps