Course Overview

86% of the customers stop purchasing products or a service from an organization due to a bad experience. Well, it makes no difference how great a company you are or how great the product you sell. What matters is to keep the customer happy. If the relationship is not created and if the service is poor, then you are so sure to lose the business and have an unhappy customer.

A customer is an integral part of an organization. We have often heard statements like “Customer is King” and “Customer is always right”. These show us that in these times that customers are really important and critical to run the business.

Any organization selling a product or a service is always selling to the end customer, the real key is to form that relationship and retain them. Customer service has been a crucial competency in organizations, these days, where each one is looking to enhance their skills of how we impress the customer and make them feel special.

Evolution in business has made customer service skills a leading differentiator as the lifestyle of people keeps changing and customers are looking for that extra and comfort. Earlier, we had customers being satisfied and content with the product, however today they want to look at the appeal, the style, the mannerisms, and the extra that they can get. It is the “Service” that acts as the differentiator here.

Customer service is about having the basic fundamentals of respect, listening, genuine interest, empathy, and showing sincere appreciation. It is the right moment to take the skills to the next level and cultivate our personality where you can convert your customers and keep them in the business.

This course will empower you with the opportunity to develop and enhance the customer service skills of going the extra mile which is critical for the customer in today’s times.

Course Objectives

This program equips you to work on your skill to listen to the customer’s needs, what they require and how to address their needs and thereby increase the customer satisfaction index. This program is up-skilling yourself and going that extra mile to work with the customer.

Upon completing this course, participants will be able to:

– Be equipped to understand the customer using a customer-focused approach

– Recognize the importance of customer service and the values required for it

– Be a proactive listener, apply the listening skills and empathize with the customer

– Interact with the customer using effective communication skills

– Ask questions using the Questioning Model

– Understand the customer expectations and work towards exceeding them

– Work on their body language and gestures in order to showcase a professional approach

Course Outline

Part 1: Customers & Customer Service

Part 2: Understanding What Customers Want

Part 3: Establishing Service Attitude

Part 4: Customer Centricity

Part 5: Communication in Service Delivery

Part 6: Telephone Techniques in Customer Service

Part 7: Managing Customer Complaints

Part 8: Customer Service Techniques

  • Customer Service Technique 1: Above and Beyond the Call of Duty
  • Customer Service Technique 2: Acknowledge Customer’s Needs
  • Customer Service Technique 3: Acknowledging Without Encouraging
  • Customer Service Technique 4: Active Listening
  • Customer Service Technique 5: Admitting Mistakes
  • Customer Service Technique 6: Allowing Venting
  • Customer Service Technique 7: Apologize
  • Customer Service Technique 8: Appropriate Non-verbals
  • Customer Service Technique 9: Appropriate Smiles
  • Customer Service Technique 10: Arranging Follow-Up
  • Customer Service Technique 11: Assurances of Effort
  • Customer Service Technique 12: Assurances of Results
  • Customer Service Technique 13: Audience Removal
  • Customer Service Technique 14: Bonus Buyoff
  • Customer Service Technique 15: Broken Record
  • Customer Service Technique 16: Closing Interactions Positively
  • Customer Service Technique 17: Common Courtesy
  • Customer Service Technique 18: Completing Follow-Up
  • Customer Service Technique 19: Contact Security/Authorities/Management
  • Customer Service Technique 20: Disengaging
  • Customer Service Technique 21: Distraction
  • Customer Service Technique 22: Empathy Statements
  • Customer Service Technique 23: Expediting
  • Customer Service Technique 24: Expert Recommendations
  • Customer Service Technique 25: Explain Reasoning or Actions
  • Customer Service Technique 26: Face-Saving Out
  • Customer Service Technique 27: Finding Agreement Points
  • Customer Service Technique 28: Finishing Off/Following Up