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
