OVERVIEW

Customer service training is the training and upskilling of customer service employees to improve the support they can provide and thereby increase customer satisfaction. It is an ongoing, continuous process of growth throughout an employee’s time working in customer service. It is essential for organizations because it train employees the proper techniques and best practices to deal with customers. Training customer service team members allows them to communicate with customers effectively, handle escalating problems, and successfully solve them.

LEARNING OUTCOMES

After completing this training, participants should be able to:

• Use a customer-focused approach to serve every customer
• Recognize the importance of customer service
• Identify the values required for excelling in customer service
• Learn to be a proactive listener and gauge the understanding of customers
• Interact with every customer using positive language
• Ask the right questions and understand their need effectively
• Use body language to showcase professionalism
• Minimise complaints from customers and focus on customer satisfaction
• Improve customer satisfaction and customer loyalty

COURSE OUTLINE MODULES
This training encompasses the following modules:

Module 1: Know Your Customer

• Know your customer
• Understand the requirement of the customer
• Set the foundation of customer service principles
• Learn the Pillars of customer service
• Create a professional approach towards the customer to define the experience

Module 2: Customer Awareness & creating a professional approach

• Understanding customer expectations
• Create a successful interaction with the customer
• Use conversational language to your advantage
• Building consistent customer focus
• Professional customer interaction
• Identify your potential growth areas

Module 3: Set S.M.A.R.T Goals in Customer Service

• Take the first step towards creating the vision and setting goals
• How to create strategic S.M.A.R.T goals?
• Self-assessment in customer-facing skills
• Set goals and benchmarks for yourself
• Achieving Goals – The Bridge Model

Module 4: Build on Listening Ability

• Create empathy with the customer and work towards listening skills
• The crucial role of active listening
• Understand the different levels of listening
• The components of good listening
• Conflict Management – The Best Approach

Module 5: Communicate Effectively

• Create importance of Communication as a two-way medium
• Work towards building the skill for communicating effectively
• Types of Communication
• The advantages of communication
• Filters to Communication
• Barriers to communication and working towards overcoming them

Module 6: Understand the customer language and build relationships

• Importance of non-verbal communication
• Learn the right body language to interact with customers
• Create a positive first impression
• Create positive energy when interacting
• Learn the use of the right gestures, actions, and styles of body language

Module 7: Identify the customer needs and different kinds of customers

• Understand your customer’s needs
• Types of Customers
• Enhance the Customer Service Experience
• How can you customise your interaction?
• Systematic Probing and Creative Questioning
• Recognize the different customer behaviours

Module 8: Know your customer’s profile

• Know your customer’s profile
• Understand and learn different types of customer’s profile
• Identify the way to satisfy customers
• Flex your conversations to match customer’s needs and wants

Module 9: Learn the Complaint Resolution Structure

• Complaint resolution is critical to understand
• Categories of complaints
• Create a structure to deal with conflicts and complaints
• Complaint and conflict resolutions – Case Studies

Module 10: Build your brand value

• Building your brand value
• Create trust, respect and loyalty
• How to go above and exceed your customer’s expectation

METHODOLOGY
• Interactive lectures
• Group discussions
• Group presentations
• Role play
• Games