What you'll learn:
- Appreciate the true value of positive customer service at every level of an industry
- Understand the practices, principles and "rules" of great customer services
- Deliver outstanding customer service throughout your career
- Manage and deal with both positive and negative feedback experiences
- Evaluate yourself and your business to determine the key wins required to deliver the customer service possible
- Implement effective communication strategies to resolve customer issues and improve customer satisfaction.
- Foster positive customer relationships through active listening and empathy.
- Utilize conflict resolution techniques to deescalate difficult customer situations.
- Implement customer feedback to continuously improve service delivery.
- Identify and prioritize customer needs to deliver personalized service experiences.
There is no such thing as a job today that isn't service-focused, in the sense that everything within a company is being done in support of a customer. This course is an introduction to customer service and its importance in any business. Rather than deal with trite "corporate speak," this program gets to the core of how to work and engage with people to help them.
This course covers the following topics:
1. Customer Service Overview
2. What is Customer Service All About?
3. Why is it More Important Than Ever?
4. How it Applies to Every Business
5. Five Service Levels of Companies
6. Key Factors
7. Rules of Great Service
8. Getting to High Service Levels
9. Evaluate Yourself/Evaluate Your Company
10. Powering a Great Service Culture
11. Case Study: Starbucks
12. Personal Primers
13. Steps to Great Customer Service
14. A Deeper Look at Managing Negative Customer Service Engagements
15. The Review/Take-aways
More about this course and Starweaver
This course is led by seasoned customer service and sales executive with many years of hands-on, in-the-trenches sales, customer relationship management, business development and marketing work. It has been designed, produced and delivered by Starweaver. Starweaver is one of the most highly regarded, well-established training providers in the world, providing training courses to many of the leading financial institutions and technology companies, including:
Ahli United Bank; Mashreqbank; American Express; ANZ Bank; ATT; Banco Votorantim; Bank of America; Bank of America Global Markets; Bank of America Private Bank; Barclay Bank; BMO Financial Group; BMO Financial Services; BNP Paribas; Boeing; Cigna; Citibank; Cognizant; Commerzbank; Credit Lyonnais/Calyon; Electrosonic; Farm Credit Administration; Fifth Third Bank; GENPACT; GEP Software; GLG Group; Hartford; HCL; HCL; Helaba; HSBC; HSBC Corporate Bank; HSBC India; HSBC Private Bank; Legal & General; National Australia Bank; Nomura Securities; PNC Financial Services Group; Quintiles; RAK Bank; Regions Bank; Royal Bank of Canada; Royal Bank of Scotland; Santander Corporate Bank; Tata Consultancy Services; Union Bank; ValueMomentum; Wells Fargo; Wells Fargo India Solutions; Westpac Corporate Bank; Wipro; and, many others.
Starweaver has and continues to deliver 1000s of live in-person and online education for organizational training programs for new hires and induction, as well as mid-career and senior-level immersion and leadership courses.
If you are looking for live streaming education or want to understand what courses might be best for you in technology or business, just google:
starweaver journey builder starweaver[dot]com
Happy learning.
