Overview

Service Excellence : Delivering the Best Version of Customer Service

Learning Objectives

At the end of this course, you will be able to:
– Provide an excellent customer service experience
– Develop high confidence and skills in dealing with challenging situations or complaints
– Understand your own strengths and weaknesses
– Apply techniques and strategies that can be implemented immediately in your job

Course Outline

Part 1:
– Fixing the stereotypes of what is a good customer service
– Knowing yourself first, then the people around you
– Being the best: Turning ‘subjective’ into ‘objective’
– Manage your emotions intelligently: dealing with anger and stress

Part 2:
– Understanding customers’ expectations
– Turning unpleasant into pleasant experience
– Isolating and dealing with objections effectively
– Reducing conflict and increasing productivity
– Case study