CX: Service Excellence
Transforming Service Standards
Target Audience:
Everyone in the organization
Program Duration:
One Day
This customer service program aims to empower participants with the knowledge, skills, and confidence to deliver exceptional customer service, handle challenging situations effectively, and foster long-lasting relationships with customers. Through a combination of theory, practical exercises, and group discussions, participants will leave with actionable insights and strategies to enhance their customer service approach.
Moreover, the program emphasizes the importance of problem-solving and decision-making in resolving customer issues promptly and effectively. Participants gain practical tools and approaches to identify problems, analyze solutions, and implement actionable steps to address customer concerns.
Course
Outline
01
Introduction to
Customer Service
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Understanding the importance of customer service.
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Exploring the impact of exceptional customer service on business success.
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Identifying key components of outstanding customer service.
04
Problem-Solving &
Decision Making
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Approaches to identifying and addressing customer problems.
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Critical thinking and decision-making skills in customer service scenarios.
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Implementing effective solutions in a timely manner.
02
Customer Engagement & Satisfaction
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Link between customer satisfaction, engagement, and customer service quality.
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Creating a culture of service excellence.
05
Building Customer
Loyalty
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Creating memorable customer experiences.
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Techniques for exceeding customer expectations.
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Importance of follow-up and relationship-building.
03
Handling Difficult
Customers
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Recognizing different types of difficult customers.
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Strategies for de-escalating tense situations.
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Turning negative experiences into positive outcomes.
06
Implementing Customer
Feedback
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Gathering and analyzing customer feedback.
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Using feedback to improve products, services, and customer experiences.
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Continuous improvement in customer service practices.
Customer service is an opportunity to exceed your customer's expectations.