The Whole Thing reserves the right to alter dates, content, venue and the trainer for each course with reasonable notice.

CERTIFICATION

This course is CPD Certified with each day equivalent to 6.5 hours of CPD

Telephone Customer Service Excellence for Best Customer Satisfaction, Customer Retention and Great Results

WHO SHOULD ATTEND?

All employees in the organization that want to improve their telephone customer service competency so that they can get the very best results from their conversations with their customers, teams and colleagues in pursuit of the best possible customer satisfaction and the organization’s goals.

COURSE DESCRIPTION

Customer satisfaction though customer service excellence is a means to positively differentiate your organization from your competition. Satisfied customers usually return and buy more, they tell other people about their experiences, and they may well pay a premium for the privilege of doing business with an organization they trust. Evaluating customer satisfaction through focused measurement and monitoring of customer perception ensures that this key performance indicator gets attention and that your customer needs are continually met at a profit. Great customer satisfaction improves relationships at work, increases your customer retention and encourages new customers to buy. Mastery of customer service builds organization value and drives sustainable business growth.

Telephone Customer Service is a proven and very practical approach to customer satisfaction through telephone customer service best practice. The program covers the fundamentals of customer service including evaluation planning for and learning from every telephone call. The program takes a holistic view of telephone customer satisfaction that is focused on customer perceptions and introduces the delegate to the knowledge, skills and attitude required to behave effectively and confidently on any telephone call with a customer for great results.

The program is well researched, knowledge-based and designed with the individual learner at the centre of the learning process which means that the course is extremely interactive and practical.

COURSE OBJECTIVES

By the end of this course delegates will be able to:

✓ Determine customer satisfaction through telephone customer service excellence

✓ Determine customer experience (perception) during and following a telephone conversation

✓ Determine a systematic approach to evaluate customer satisfaction

✓ Determine how to handle difficult situations over the telephone

✓ Provide insights into the drivers of customer satisfaction

✓ Produce drive to self-develop in customer service excellence

✓ Produce positive impact on the overall performance of each delegate and the organization

COURSE CONTENT

DAY 1 • CUSTOMER SERVICE FUNDAMENTALS

Understanding Customer Service

• What is Customer Service
• Customer Service (Care) versus Customer Satisfaction
• Elements of Customer Service
• The Benefits of Customer Service Excellence
• Characteristics of Great Customer Service
• Barriers to Providing Exceptional Customer Service
• Activity – discussion, gathering examples of poor & excellent service

Understanding Customer Loyalty

• Who are Your Customers?
• Activity – assessment of your perceptions of your customers & theirs of you
• Customer Satisfaction versus Customer Loyalty
• Tools and Techniques to Lift Your Customer Services
• Understanding Your Customers
  • Your Customer is Your Final Inspector!
  • Customer Needs and Expectations
  • Your Perception Points
  • Sustainable Competitive Advantage
  • Adding Service Value

Customer Satisfaction Evaluation

• Evaluation Planning
• Situation Analysis
  • SWOT Analysis
• Stakeholder Analysis
• RATER Model (Reliability, Assurance, Tangibles, Empathy, and Responsiveness)
• Key Elements of a Good Customer Satisfaction Evaluation Plan
• Activity – design an evaluation tool for your customers

Set-up for Customer Service Excellence (Getting the Environment Right)

• Preferred Behaviour for Customer Services Measurement
  • Your Guide and Rulebook (Vision, Mission and Values)
• Insights into the Drivers of Customer Dissatisfaction

DAY 2 • TELEPHONE CUSTOMER SERVICE IN ACTION

Communicating with your Customers

• Communication Skills in Customer Service
• Activity – in groups outline the pros & cons of each telephone communication vs face to face.
  • What Influences How We Communicate?
  • Building Rapport.
  • Verbal Communication.
• Choosing our Behaviour
• Activity – What is Assertiveness? questionnaire
• Activity – How Assertive Are You self-assessment
• Moments of Truth
• Listening & Questioning Skills
• Activity – answer questions after listening to a story
• Activity – review types of question appropriate for use with your customers
• Using Feedback to your Advantage
• Activity – gather examples of feedback from customers

Handling Difficult Situations

• Positives in Customer Complaints
• Service Recovery
• Building Positive Customer Relationships
• Activity – share experiences & practice alternative responses
• Delivering on Customer Promises

Key Learning Review

• Group discussion and professional feedback to consolidate key learning. Delegates will leave the day with a list of development activities to improve their customer service back at work.

IN ADVANCE

Each delegate will be asked to complete a pre-course questionnaire to determine their individual learning objectives. These will be used by the trainer to give on track training that is focused on the individual learner attending.

ON-TRACK FOR GROWTH

The individual leaves this program with a Personal Action Plan to encourage immediate transfer of training to the job.

REGISTER FOR THIS COURSE

To register for this course please review the grey box above. If no public course is listed or the location and dates shown don’t suit you then please request a proposal for this course either as a public training course or if you have 6 delegates or more as an in-company training course by clicking on Request a Proposal.