Customer Service Excellence: Why It Matters

The importance of How

• Focusing on the how as well as the what
• Developing a relationship of mutual trust
• Influencing customer perceptions
• Calculating the lifetime value of your customer
• Exceeding customer expectations

Creating the Customer Experience

Emotional aspects of the customer experience

• Making the initial connection with the customer
• Presenting a positive first impression

Identifying the differentiators of excellence

• Taking responsibility for demonstrating customer care
• Navigating the customer through the process
• Instilling confidence with a personal approach

Fostering long-term relationships

• Adopting a positive mental attitude (PMA)
• Small actions that ensure attention to detail

Communicating Effectively with the Customer

Developing excellent communication skills

• Establishing rapport with your customer
• Personalising the message
• Matching words and non-verbal signals

What you say and how you say it

• Verbal and vocal techniques that work
• Avoiding the quirks and distractors
• Banishing jargon to create clarity
• Matching words with nonverbal communication

Adopting a problem-solving approach

• Turning active listening into problem solving
• Employing questioning techniques that focus on outcomes
• Encouraging a spirit of inquiry rather than adversary
• Moving to a team approach with the customer

Achieving results for the remote customer

• Choosing and using appropriate media
• Applying best practices in call center etiquette
• Top tips for e-customer care

Dealing Constructively with Tough Situations

Calming upset customers with active listening

• Demonstrating emotional intelligence
• Displaying empathy and showing neutral support
• Establishing rapport and defusing anger
• What you should not say to an upset customer

Techniques for dealing with difficult people

• Remaining objective in challenging situations
• Personalising and depersonalising messages
• Asserting your position through polite repetition
• Handling the obstinate customer

Transforming complaints into opportunities

• Generating useful feedback and learning
• Turning a negative situation into a loyal customer
• Tapping into the potential advocate within your customer

Contributing to a Customer Service Culture

Demonstrating leadership in customer service teams

• Mapping the internal customer network
• Strengthening weak links in the chain
• Influencing a customer-centric corporate culture

Measuring customer satisfaction

• Setting and monitoring performance standards
• Tracking progress with internal indicators
• Enabling customers to express satisfaction
• Constructing a customer service charter

Monitoring the team's development

• Seeing customer service as an attitude, not an accident
• Coaching your team for success

Making Excellence a Habit

The characteristics and practices of excellence

• "Sharpening the saw" to hone your customer service skills
• Projecting a professional image with internal and external customers
• Ten rules that epitomise success
• Measuring personal growth and achievements

Executing your personal action plan

• Constructing personal development goals
• Committing to immediate action