Customer Service Excellence: (The Moment of Truth)

Program overview:
In today’s businesses and in particular, the service industry, three factors work individually and in combination to make
organizations reconsider the way they do business. These are: sophisticated customers’ needs, intense competition, and the pace
of change. Quality customer care is leading this change! Each day of every week, of every month and of every year, customers
come into contact with various transactional points of the service and make a silent judgment – they fill out a mental “report
card” on the way they are treated. Each report card is a “moment of truth”. Organizations that provide satisfying services and
quality products will always be remembered and rewarded in the following ways: Improved Customer Retention, Increased
Business Growth, and Enhanced Self and Organizational Image.
For whom:
Customer service representatives, technical and support personnel, field service representatives, call centers officers / managers,
account managers, as well as managers who want customer service training in order to reinforce their skills and train their own
staffs
Learning objectives:
At the end of the program, participants will be able to:
* deliver better, faster service and increase customer satisfaction
* learn how to gain repeat businesses
* know what customers expect
* increase your credibility with customers and your value to your organization
* manage stressful situations more effectively
* recognize the signals of customer irritation and how to respond appropriately and assist in quickly finding a workable
solution to customer’s problem
Course outline:
Day 1: Why Customer Satisfaction: An Overview
* The benefits of excellent service
* What do Customers Want?
* Focusing on customer service success
* How customer service creates revenue
* Team Building/”Customer Sensitivity” Exercise
* Making the Paradigm Shift – Creating a
“Customer Sensitivity” Work Culture
Day 2: The “Moment of Truth”
* Responding effectively to specific customer behaviours
o Personal Service Habits
* Managing customer expectations by personality style
* Customer Service and Telephone Tips
* Dealing with difficult customers
o Why customer satisfaction is based on perceptions
* Selected Exercise/Group Discussions
Training Methodology
Lectures, discussions, exercises, and case studies will be used to reinforce these teaching/learning methods.