What I will learn?

• Understand the Fundamentals: Comprehend the key elements of customer service, including its classification, the impact of service quality, and the consequences of poor service on a business.
• Identify Customer Expectations: Learn how to identify customer expectations and needs, recognise triggers that prompt customer interactions, and appreciate the benefits of meeting these expectations.
• Build Customer-Focused Teams: Gain insights into leadership styles conducive to a customer-focused organisation, master performance management, coaching, and development techniques, and understand the significance of reward and recognition schemes.
• Develop a Customer Service Strategy: Discover the involvement of top management, the roles of managers and leaders, and focus areas for crafting an effective customer service strategy. Learn how to establish a customer-focused culture.
• Implement Service Excellence: Explore marketing strategies for your service strategy, engender ownership among employees, and continuously improve your approach. Learn to establish a steering group for successful execution.
• Enhance Training and Development: Understand the importance of training and development in customer service, identify objectives, and explore various training methods to ensure a skilled and adaptable team.
• Strengthen Team Dynamics: Define, evaluate, and manage teams effectively, and understand the stages of team development to promote collaboration and productivity.
• Empower and Reward Employees: Embrace the concept of empowerment and its role in delivering exceptional service. Explore the myths surrounding empowerment and discover how to develop discretionary awards.
• Master Effective Communication: Recognise the importance of effective communication in customer service, develop a communication strategy, and communicate service quality to internal customers.
• Practice Active Listening: Learn the basics of active listening and understand the communication process to foster better understanding and rapport with customers.
• Build Strong Customer Relationships: Explore incentives, loyalty schemes, and operational Customer Relationship Management (CRM) to cultivate lasting connections with customers.
• Implement CRM: Dive deeper into the different facets of CRM, address privacy concerns, develop a CRM plan, and implement strategies for customer retention.
• Manage Unprofitable Customers: Identify and address unprofitable customer segments, transform them into profitable ones, and evaluate customer value segment by segment for informed decision-making.
• Handle Complaints Effectively: Set performance response standards, analyse complaint reports, and implement quality-improvement activities to enhance customer satisfaction.
• Resolve Conflicts: Understand conflict types, stages, and the role of communication in resolution. Develop conflict-management skills to maintain positive customer interactions.
• Manage Anger: Master the assertiveness formula, questioning skills, and relaxation techniques to manage anger in challenging customer service scenarios.
• Manage Stress: Gain insights into stress management strategies, understand stress, and learn time management techniques to maintain a healthy work-life balance.
• Optimise Time Management: Prioritise tasks, change perspectives for productivity, set SMART goals, and establish routines for effective time management.
• Excel in Telemarketing: Enhance verbal communication, understand exceptional aspects of telephone sales, practice active listening, develop persuasive scripts, and engage in pre-call planning.
• Utilise Feedback: Overcome barriers to listening, monitor complaints and compliments, utilise self-completion questionnaires, and measure customer loyalty to continuously improve service.