Customer Experience: Beyond The Expected
The primary aim of this training is to enhance the skills and confidence of participants in improving customer experience.
Participants will learn the effective use of the telephone, e-mail, and face-to-face interaction to build rapport with customers, understand them, and find the right solution to customers’ problems.
This training will start by refreshing participants’ knowledge on the concepts of service to reaffirm their understanding of what customers really want. We will then go on to use mainly examples and scenarios to accelerate learning in the essential areas of customer service, ending with best practices that guarantee high customer satisfaction.
This training is designed to be participative, relevant, and experiential with quality time for participants to reflect on their own skills levels and what they can do to help themselves, the organization, and the customer.
Delivered in one day using the principles of Accelerated Learning, this course offers an optimal blend of all the key skills required to improve customer experience.
Course Outline:
1. The Service Concept
·         - Introduction
·         - The service concept defined
·         - What customers really want
·         - Why mere satisfaction is not enough
·         - The role of business communication in customer service
2. Business Communication: The Fundamentals
·         - The skilled communicator
·         - The power of words
·         - Case study: new neighbors
       - Common barriers
·         - Asking good questions
·         - Listening skills
·         - Body language
3. The Service Channels
·         - The telephone
·         - The e-mail
·         - Face-to-face
·         - Other means
4. Call Handling Techniques
·         - Handling incoming calls
·         - Call handling skills
·         - Making outbound calls
·         - Managing calls
·         - Dealing with difficult calls
5.  Business Writing for Service

- Why do we write?

- Becoming a better writer

- Communicating a message

- Being clear, concise, complete, and correct

- Writing effective emails

- Courtesy in your writing

6.  When the customer comes
·         - “The Moment of Truth”
·         - Building customer rapport
·         - Match communication style
·         - Assertive communication
·         - The APA model