Customer experience is the customer’s direct experience of the service process or product acquisition process. It is the way the customer is treated by an organization. The organization’s customer-facing staff, its environment, technology, and facilities play key roles in shaping customer experience.
Service outcome means the overall result of service delivery. This includes tangible benefits, emotions, judgments and intentions.
To achieve service excellence, these two components (customer experience and service outcome) must be excellent.
Hence, this course goes beyond learning the niceties of front desk service to explore the concepts and culture of service excellence and how to translate them into every behavior and action that employees understand. It is not designed just for those who have direct interaction with external customers but also for those who contribute in producing service outcomes.
Participants will learn the core principles of service delivery and how to use them to achieve service excellence and create loyal and completely satisfied customers. Service processes, the lifeblood of the service operation, will be explored while participants learn how to build and exceed service standards that are aligned with their organization’s strategic objectives.
In addition, individuals will learn ways of building positive rapport with various types of customers and then apply those skills in activities and exercises throughout the course. Further, groups will practice learned skills in dealing with difficult situations and making every interaction a positive experience.
This course is suitable for both operations (back office) and external-customer-facing personnel. It is ideal for anyone whose role in the organization has impact on any of the two elements of service – customer experience or service outcome.
Audience: Those in customer facing or customer support roles. Operations or back office professionals.
Prerequisites: None.
Number of Days: 1 day
For more information: Please call Bukola on 08164459492 or send an email to bogundele@pls.com.ng
Program Content:
1. Extraordinary Service: Working Definitions
-Defining extraordinary service
-Who is your customer?
-The Service Concept
- Service Operations
-Building and exceeding service standards
2. What Constitutes Extraordinary Service
-“Moments of truth”
-Legends of service greatness
3. Return on Service Investment
-Service transactions
-Lifetime value of a customer
-What is the cost of poor service?
-Why customers leave
4. Service Processes
-Service processes and their importance
-Understanding the nature of service processes
-Controlling service processes
-Repositioning processes to optimize service outcome
5. Connecting with Customers
-Making a Connection
-Communicating in a clear and simple manner
-Active listening skills
-Combining words, tone of voice and body language
-Questioning technique do’s and don’ts
6. Influential Communication
-Setting expectations
-“Door-opener” phrases
-Saying “no” positively
-Providing explanations (law, policy, etc.) plainly but pleasantly
-Recovery strategies