Strategies of Customer Service Management

Course Info

Length: 1 Week

City: Kuala Lumpur

Type: In Classroom

Available Dates

  • July-01-2024

    Kuala Lumpur

  • July-22-2024

    Kuala Lumpur

  • Aug-05-2024

    Kuala Lumpur

  • Sep-02-2024

    Kuala Lumpur

  • Sep-23-2024

    Kuala Lumpur

  • Oct-07-2024

    Kuala Lumpur

  • Nov-04-2024

    Kuala Lumpur

  • Dec-02-2024

    Kuala Lumpur

  • Dec-23-2024

    Kuala Lumpur

Dates in Other Venues

  • July-01-2024

    Istanbul

  • July-08-2024

    Paris

  • July-08-2024

    Singapore

  • July-15-2024

    Dubai

  • July-15-2024

    Barcelona

  • July-22-2024

    Amsterdam

  • July-29-2024

    London

  • July-29-2024

    Istanbul

  • Aug-05-2024

    Istanbul

  • Aug-12-2024

    Singapore

  • Aug-12-2024

    Paris

  • Aug-19-2024

    Barcelona

  • Aug-19-2024

    Dubai

  • Aug-19-2024

    Amsterdam

  • Aug-26-2024

    London

  • Sep-02-2024

    Istanbul

  • Sep-09-2024

    Paris

  • Sep-09-2024

    Singapore

  • Sep-16-2024

    Barcelona

  • Sep-16-2024

    Dubai

  • Sep-23-2024

    Amsterdam

  • Sep-30-2024

    Istanbul

  • Sep-30-2024

    London

  • Oct-07-2024

    Istanbul

  • Oct-14-2024

    Singapore

  • Oct-14-2024

    Paris

  • Oct-21-2024

    Barcelona

  • Oct-21-2024

    Dubai

  • Oct-28-2024

    Amsterdam

  • Oct-28-2024

    London

  • Nov-04-2024

    Istanbul

  • Nov-11-2024

    Singapore

  • Nov-11-2024

    Paris

  • Nov-18-2024

    Dubai

  • Nov-18-2024

    Barcelona

  • Nov-25-2024

    London

  • Nov-25-2024

    Amsterdam

  • Dec-02-2024

    Istanbul

  • Dec-09-2024

    Singapore

  • Dec-09-2024

    Paris

  • Dec-16-2024

    Barcelona

  • Dec-16-2024

    Dubai

  • Dec-23-2024

    Amsterdam

  • Dec-30-2024

    London

  • Dec-30-2024

    Istanbul

Course Details

Course Outline

5 days course

Principles for Delivering World-Class Customer Service

  • Course overview and learning goals.
  • How do customers identify good customer service?
  • What are the benefits of supplying world-class customer service?
  • Breakout session: How to utilize customer service to improve customer satisfaction and loyalty.
  • Benchmarking practice: Best and worst ranked customer service firms.
  • Building a good first impression: What do your customers see and hear?
  • Establishing customer service ‘touch points’ to reinforce the “customer experience”
  • The WOW Factor: Going the Extra Mile to enhance customer anticipations.
  • Case study: The Nordstrom method to value customer service.

Developing Effective Communication and Interpersonal Skills

  • The power of nonverbal communication.
  • Practical exercise: The Body Language Quiz.
  • Know to utilize body language to create rapport and build affirmative first impression.
  • Realizing the four customer temperament Styles.
  • Practical exercise: specifying your temperament types.
  • Increasing your active listening skills to reinforce communications.
  • Practical exercise: active Listening Evaluation.
  • Utilize questioning strategies to specify a customer’s anticipations and service needs.
  • Identifying your customer’s “preferred learning style”.
  • Essentials to successful telephone and voicemail communication.

Principles of Superior Customer Service and Organisational Procedures

  • Ask yourself does the ‘customer experience’ stand with your organisation’s vision/mission statement?
  • Identifying inner and outer customer expectation.
  • The benefits of teamwork and common collaboration.
  • Teambuilding and leadership practice.
  • Guidelines for customer and organisational privacy.
  • Dos and don’ts of written and electronic communication
  • Enhancing employees to best serve their customers.
  • Case study: Scandinavian Airlines customer service programme

The Importance of Customer Feedback and Service Recovery

  • Why is it important to encourage customer claims and feedback?
  • Building customer service satisfaction measuring and monitoring standards.
  • The art of servicing your customer in the best possible way.
  • The supervisor ‘s job in service recovery.
  • The art of giving and receiving constructive feedback.
  • Negotiating win-win results.
  • Running emotions through stressful situations.
  • Methods for working with difficult and demanding customers.
  • Practical exercise: Service recovery role-play.

Leading the Way to Customer Satisfaction and Continuous Improvement

  • Your behaviour makes a change.
  • stress-reduction techniques for keeping peak performance.
  • The significance of personal progression.
  • Setting SMART aims for continuous customer service development.
  • Practical exercise: prepare your Action Plan.
  • Course review.

Course Video