Customer Service Excellence & Mindset (Customer Recreation)

Day 1: Definitions and concepts

• Quotations on customer service

• Service definitions

• Quality service requirements

• Some interesting numbers

• Cost of bad customer service

• Customer care foundations

• Learning from the best

• Additional comments about service

Day 2: Internal customer service

• Identifying internal and external customers

• A final definition

• Elements of service

• Customer requirements

• Foundation of great service people

• The links in the service-profit chain

• Internal customer service

Day 3: Managing customer expectations

• The Importance of customer expectations

• Perceived service quality

• What to say and what not to say

• Calming upset customers

• 12 tips for calming upset customers

• Comments you should avoid

• Managing customer expectations

• 'RATER' in real life

• The Service Quality (SQ) factors

• Flying over customers' rising expectations

• The customer loyalty ladder

• Role-plays and exercises on dealing with different personality styles

Day 4: Effective communication skills for handling customers

• Effective communication

• Verbal communication with customers

• Active listening

• Effective listening skills

• Phone etiquette

Day 5: Professional behavior with customers

• The power of behavior

• Principles of effective behavior

• How to behave professionally with the customer

• History of communication

• Interesting study

• Interpreting non-verbal communication

• The right behavior with the customer

• The wrong behavior with the customer

• Types of behavior

• Assertive, passive and aggressive behavior

• Verbal and non-verbal components of communication styles

Dealing with difficult customers

• Dealing with different personality types

• Typical customer personality types

• Service recovery