Learning Objectives:

  • Recognize the significance of superior quality service for
    organization’s success.
  • Apply techniques to impress and exceed customers’ expectations.
  • Develop effective verbal and non-verbal communication skills to
    enhance service delivery.
  • Apply service recovery skills when handling difficult customers.

Learning Outcomes:

Participants completing the course will be able to:

  • Identify the importance of excellent customer service
  • Examine the consequences of poor customer service  
  • Identify customers’ needs and wants
  • Project professionally in front of customers
  • Identify the importance of positive attitude and self-talk
  • Examine Verbal and Non-Verbal Communication components
  • Learn the techniques of asking questions
  • Explore ways to deal with challenging customer effectively

Outline:

Develop the Mindset & Passion of an Excellent Customer Service
Professional
  • Developing a positive mindset
  • Managing your thoughts
  • Toolkits to change your attitude
  • Knowing your customers
  • Empathy and respect
  • Identify customers’ needs and wants
  • Understanding perception
  • Exceeding customer’ expectation
  • Knowing your service chain
  • Moment of Truth  
  • The Art of Looking Good
Communicate Professionally with Customers
  • The communication process
  • Causes of communication failure
  • The communication components
  • Understanding body language
  • Knowing what customers like to hear
  • The Art of Listening
  • Questioning Techniques

Dealing with Customer Effectively
  • Handling service recovery
  • Steps in dealing with challenging customers
  • Understanding the personality types of customers
  • Seeking customer feedback and improve service

Lesson Review
talent. Communication Skills are enormously important
and worth a college degree.” – Warren Buffet


 
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