ENHANCING CUSTOMER SERVICE SKILLS

Target Audiences

Salespeople, in-store workers, customer service representatives, and others who have face-to-face contact with customers

Course Length

6.0 hours

Overview

Everyday, we hear new strategies for maintaining our customer base. Yet, perhaps the easiest way to encourage repeat business is to provide exceptional customer service – the kind of service that customers share with others. As it becomes increasingly difficult for customers to differentiate between suppliers, one of the simplest ways to make your business a choice provider is to provide outstanding customer service.

Knowledge and Skills

Enhancing Customer Service Skills provides participants with practical advice on how to improve your interactions with customers. Through a combination of discussions and activities, participants will have the opportunity to apply the principles of good customer service to real world customer situations. Specifically, participants will be able to:
  • Describe the importance of customer service in sales
  • Understand how you personally affect the success of your company as a whole
  • Recognize a moment of truth and make it a positive experience for the customer
  • Explain the levels of customer satisfaction
  • Develop a customer satisfaction action plan

Course Outline
  • Overview of customer service
    • What is customer service?
    • Why is customer service important?
  • Why is customer satisfaction important?
    • What is customer satisfaction?
    • Levels of sales
      • Letting the customer buy
      • Helping the customer buy
      • Persuading the customer
      • Building a relationship
    • Steps to success – Application
  • Whose responsibility is customer service?
    • Your role as a “salesperson”
    • Customer service “dos” and “don’ts”
    • Customer interaction scenarios
  • Positive experiences
    • Moments of truth
    • Attitude is everything
    • Levels of customer satisfaction
      • baseline
      • competitive
      • distinguished
    • Levels of customer Satisfaction
  • Developing a customer service action plan
    • Listen to the customer
    • Deliver what you promise
    • Ask for customer feedback
    • Pass on leads to others
    • Let’s be difficult – Application
  • Your most difficult customer – optional application