The Critical Success Factors to Service Excellence
Program Overview
This course is designed to teach fundamental principles that companies must prioritize to ensure a long lasting image for superior customer service and to create loyal customers. How do you develop service skills and techniques that empower service providers to confidently face their customer in any situation? Understanding service psychology, through an understanding of your own service perception, the customer perceptions, and expectation and, adapting your styles to their styles, communicating in a positive language. Working in the established standards, will certainly build customers rapport and trust building lasting relationships that will beat your competitors.
Program Objectives
At this program's conclusion, participants should be able to:
- • Recognize individual service value.
- • Understand how your own behaviour impacts on the behaviour of others.
- • Appreciate team dynamics and how team dynamics builds excellent service
- • Communicate with confidence and convert your customers
- • Recognize and adapt to specific customer behavior styles.
- • Read the situation and apply the appropriate service techniques.
- • Develop a personal action plan to improve customer service skills.
Course Outline
- • Align Individuals to the company’s goals and values
- • Realigning team approach and team dynamics
- • Establish Standards and Measurements
- • Streamline communication, process and procedures- establish continuous customer experience
- • Building Customer rapport and nurturing customer loyalty
Who should attend?
This course is ideal for customer service representatives, team leaders, back room support team, call center, help desk, service individuals and supervisors.
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