Frontline Service Excellence

Course Overview

Everyone knows what it’s like to be ignored in a store, to unpack a dodgy product or to wait hours on the telephone for a service you should expect as a matter of course.  Everyone in business knows that a positive customer experience is an important part of running a successful business.  What most of us struggle with is how to translate this knowledge into action.   

Frontline Service Excellence is designed to build and maintain the critical skills necessary to deliver outstanding service to your customers.

Objective : At the end of the programme, the participants will be able to :

·        Building a foundation for service excellence

·        Differentiating between good and bad service  

·        Empowering great customer service

·        Developing effective service communication skills

·        Connecting with customers – great words and phrases

·        Managing customer interaction

·        Identifying different customers’ behaviours

·        Handling angry customers

Duration : 2 days

Contents

I.  Why customer service matters  

·        Your personal needs  

·        Organisation needs

·        The importance of HOW  

·        Managing perception points

·        Customer expectations  

II.  Differentiation between good and bad service  

·        Customers first mindset  

·        Qualities of service professionals

·        Managing perception points

·        Attention to detail  

·        Delivering great service

·        Taking responsibility

III.  Empowering great customer service 

·        Everyone plays a role

·        Corporate culture

·        Internal customers

·        External customers  

IV.  Effective service communication skills

·        What is effective communication?

·        Understanding perception points  

·        Verbal and non verbal messages  

V.  Connecting with customers  

·        Create rapport building opportunities

·        Eliminate negative language

·        Accentuate the positives

VI.  Identifying  customers’ behaviours

·        Why you need to understand your  customers intimately

·        Tuning in to customer's behavioral styles

VII.  Determining customers’ needs

·        Effective listening skills

·        Effective questioning techniques

VIII.  Handling angry customers

·        Tips for handling angry customers

·        Defusing customer’s anger  

·        Managing stress and anger  

IX.  Personal Action Planning

·        Using what you have learned

·        Review and plan

·        Overcoming obstacles