Delight the Customer - Exceptional Customer Service

Course Overview

Delight the Customer - Exceptional Customer Service

Learn how to deal with customers in different environments and to deal with different situations in order to excel in customer service.  

Course Content

Module One - Introduction:

• How do we see customer service?
• The cost of good and bad customer service
• The value of exceptional customer service
• The impact of word of mouth and word of mouth feedback

Module Two - Communication and Interpersonal Skills:

• The Johari window
• Creating a positive first and last impression
• The barriers to effective communication
• Overcoming barriers to communication
• The art of listening
• Effective questioning techniques
• The information funnel

Module Three - Developing Your Skills:

• Identifying and exceeding customer expectations
• Techniques for building rapport
• Building and maintaining effective relationships
• Giving and receiving information
• Verbal and non-verbal communication

Module Four - Difficult Customers:

• Why we lose control
• Taking responsibility to fix the problem
• Turning negative situations into opportunities
• Angry customer types
• Handling different customer types

Module Five - Problem Solving:

• Realistic, honest solutions
• Agreeing timeframes
• Problem solving techniques