Customer Service Excellence for Team Members
This LIVE, virtual, instructor-led course will help your team understand the importance of adopting the customer’s viewpoint and becoming a true advocate for the customer. Participants enrolled in this highly interactive, virtual workshop will learn how to strive for an extraordinary customer experience every time by mastering the guiding principles of customer service.
Course Outcomes
- Embrace the customer experience to build relationships, increase satisfaction, loyalty and sales
- Regularly exceed expectations and improve service by adopting the customer’s viewpoint
- Improve performance by mastering the 3 guiding principles for customer service
- Manage a variety of customer reactions with a solution-oriented approach
Course Agenda
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Customer Service Excellence for Team Members
This LIVE, virtual, instructor-led course will help your team understand the importance of adopting the customer’s viewpoint and becoming a true advocate for the customer. Participants enrolled in this highly interactive, virtual workshop will learn how to strive for an extraordinary customer experience every time by mastering the guiding principles of customer service.
Session 1: The Customer’s Point of View
Taking the customer’s point of view is essential to understanding what the customer needs.
- Define the expectations and basic needs of customers
- Summarize what it means to be customer-centric and how that makes customers feel valued and important
- Discuss the benefits of adopting the customer’s point of view
- Explain why advocating for the customer helps improve service for all customers
Session 2: Three Guiding Principles for Customer Service
While customer service jobs can differ by industry, function and focus, the guiding principles are the same across all customer experiences.
- Define the various soft skills needed to project a professional image in all customer interactions
- Explain how creative problem solving can increase customer satisfaction and leave an excellent first impression
- Describe what a win-win outcome is and how to achieve it
- Understand the important correlation between product knowledge and customer experience
Session 3: Handling Difficult Situations
Customer service professionals must be able to reframe a potentially negative experience and find a way to make it valuable, promising and beneficial.
- Explain how to effectively manage difficult customer reactions in order to avoid a poor customer service experience
- Understand how to take a solution-oriented approach to resolving problems
- Recognize the 6 most common customer types and how to tailor your interactions with each
- Identify techniques for coping with anger and stress in the workplace to avoid burnout