Learn exceptional customer service practices and reap the benefits in this accelerated workshop. Learn from case studies and master seven key principles. Enhance communication, listening, and problem-solving skills to effectively meet customer needs and resolve complaints.
Overview
Syllabus
Module 1 – Defining customer service
I. What is good/ exceptional customer service?
- Case studies: three exceptional companies
- What is your company’s policy?
- What is goodwill?
II. 7 Principles of customer service
- Support customers as a team, listen, don’t be robotic
- Be empathetic and honest, be knowledgeable and answer in a timely manner
Module 2 – Developing customer service skills
III. Communication
- Listen, patience, empathy, difficult conversations
IV. Organization
- Spreadsheets, databases, keep track of frequently asked questions
- Automation of repetitive tasks
V. Collaborative tools to help avoid multiple responses
- Demo of tools
Module 3 – Solving problems
VI. How to best assess the situation
- Is the customer always right?
VII. Building confidence
- Knowledge of product
VIII. Listen to resolve, not to argue
- Asking the kinds of questions that elicit the information you need
