What defines exceptional customer service, and why does it matter? In this three-hour workshop, participants explore case studies of companies with high customer service standards and discuss the role of goodwill. They’ll learn seven key principles of outstanding customer service.
In this hands-on workshop, participants practice verbal and non-verbal communication, active listening techniques, and effective questioning strategies. By the end of the workshop, participants will be able to apply problem-solving skills to accurately assess customer needs and confidently resolve complaints.
What You Will Learn
- Explore case studies of companies recognized for exceptional customer service
- Discuss the concept of goodwill and its impact on customer relationships
- Learn seven essential principles of excellent customer service
- Practice effective verbal and non-verbal communication techniques
- Understand the importance of organization in delivering consistent service
- Discover how team collaboration leads to better customer outcomes
- Develop skills to accurately assess customer needs
- Examine how confidence influences customer interactions
- Learn techniques for diplomatically and effectively resolving customer complaints
Course Outline
Module 1 – Defining customer service
I. What is good/exceptional customer service?
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Case studies: three exceptional companies
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What is your company’s policy?
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What is goodwill?
II. 7 Principles of customer service
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Support customers as a team, listen, don’t be robotic
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Be empathetic and honest, be knowledgeable and answer in a timely manner
Module 2 – Developing customer service skills
III. Communication
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Listen, patience, empathy, difficult conversations
IV. Organization
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Spreadsheets, databases, keep track of frequently asked questions
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Automation of repetitive tasks
V. Collaborative tools to help avoid multiple responses
Module 3 – Solving problems
VI. How to best assess the situation
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Is the customer always right?
VII. Building confidence
VIII. Listen to resolve, not to argue
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Asking the kinds of questions that elicit the information you need
This course is available for "remote" learning and will be available to anyone with access to an internet device with a microphone (this includes most models of computers, tablets). Classes will take place with a "Live" instructor at the date/times listed below.
Upon registration, the instructor will send along additional information about how to log-on and participate in the class.
