Delivering Exceptional Customer Service
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Course Overview
  Customer satisfaction is tied directly to the interactions of internal and external customers - positive or negative. To stay competitive, businesses need to provide world-class service by meeting and exceeding customer expectations. This two-day workshop will build the service skills needed to achieve that goal.
Objectives
  This two-day workshop will teach participants how to:
  • Recognize that service delivery is an individual response value
  • Understand how an individual's behavior impacts the behavior of others
  • Develop more confidence and skill as a problem-solver
  • Communicate more assertively and effectively
  • Make customer service a team approach.

Audience
  This course is designed for anyone who communicates with customers or is assigned to manage those who deal with customers.


Prerequisites
  There are no prerequisites for this course.
Course Number
  NHEUDelCustSvc
Course Length
  2 Days

Course Price
  $195.00
Category
  5
Topics
  Lesson 1: Introduction and Course Overview
  • This lesson introduces participants to the workshop, details the workshop schedule, and provides participants an opportunity to identify their personal learning objectives.
Lesson 2: Who Are Your Customers?
  • In most organizations and agencies, customers take two forms: internal and external. This lesson will look at both types of customers.
Lesson 3: Meeting Expectations
  • This lesson will focus on the four critical areas of customer expectations.
Lesson 4: Presenting Yourself Properly
  • Using individual testing, participants will take a look at the impression they give customers and ways they can improve.
Lesson 5: Setting Goals and Targets
  • During this lesson, students we will look at setting SMART goals.
Lesson 6: Standards
  • Students will participate in a brief lecture about standards, and then develop a set of standards for the four key components of customer service.
Lesson 7: Communication
  • This lesson will focus on communication barriers and how to overcome them.
Lesson 8: Telephone Techniques
  • This lesson will examine an ideal telephone call from the greeting to the conclusion. Students will also look at common situations, such as placing a caller on hold and taking a message.
Lesson 9: Managing the Talkative Caller
  • Talkative people are often interesting and enjoyable, but on the telephone they can take up a lot of time. Participants will work in small groups to identify ways to deal with talkative callers.
Lesson 10: Dealing with Difficult Callers
  • During this lesson, students will work in small groups to complete a mix-and-match exercise on common types of difficult callers and appropriate responses.
Lesson 11: Dealing with Challenges
  • Participants will work in small groups to develop responses to some of the many types of unexpected challenges that can occur.
Lesson 12: Increasing Your Assertiveness
  • Students will explore an easy four-step formula that will help with effective and assertive communication.
Lesson 13: Dealing with Conflict
  • This lesson will examine five ways to deal with conflict.
Lesson 14: The Problem Solving Process
  • Students will look at a six step plan for solving problems and apply the plan to a case study.
Lesson 15: Seven Steps to Customer Problem Solving
  • Students will look at a plan designed specifically for solving customer service problems and practice implementing the plan in a role play.
Lesson 16: The Recovery Process
  • During this lesson, we will look at a six-step process that you can use to turn customers around.
Lesson 17: Eliminating Customer Service Problems
  • Wouldn't it be great if you never had to deal with an upset customer again? This lesson will examine some ways to reduce customer service issues.
Lesson 18: Service PRIDE is a Team Effort
  • This lesson will look at five things that the company as a team can do to improve customer service.
  • This lesson will help participants identify ways that they can make a personal contribution to successful customer service. Lesson 19: Dealing with Stress
    • This lesson will offer some quick, easy ways to de-stress in any place, at any time.
    Lesson 20: Workshop Wrap-Up
    • At the end of the day, students will have an opportunity to ask questions and fill out a personal action plan.
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