Customer Service Excellence

Section One: The Business Case for Customer Service Excellence

• Why excellence in customer service is a hot business boardroom issue
• Understanding what your customers expect
• Benchmarking for competitive success
• Understanding that benchmarking is not always the answer
• Meeting and exceeding changing customer expectations
• Assessing your organizational culture for customer service focus
• Core foundations for building a customer-centric culture
• Overcoming obstacles to customer service excellence

Section Two: Improving Customer Service Standards

• Showing your customers you are serious about providing customer service excellence
• Resolving customer service challenges positively
• The six hats problem-solving approach
• Shifting perceptual positions
• Resolving complaints, disputes, and conflict
• Role modeling top performers in customer service
• Moving closer to the customer – rapport skills to build better relationships

 Section Three: Creating A Culture Of Service Excellence Through Continuous Learning

• What is a learning organization?
• Creating a vision for customer service excellence and continuous learning in your organization
• Applying continuous learning strategies to customer service excellence
• Planning for change – using the Neurological levels model
• Leading by example – teaching others through behavioral excellence
• There is no failure only feedback – moving forward for personal and business growth
• Building teamwork, cooperation, and collaboration with colleagues

 Section Four: Hiring Excellent Customer Service Personnel

• The importance of a strong value set in customer service delivery excellence
• Core customer service qualities and competencies
• The transferability of customer service skills
• Retaining and motivating your best people
• Developing staff engagement in the business
• Understanding the psychological contract and its impact on staff
• Using rewards and incentives to motivate performance
• The importance of the team leader/supervisor in frontline staff employment
• Addressing ‘real life’ work challenges in customer service excellence

Section Five: Assessing Customer Service Training And Development Programs

• Why skills training is on the boardroom agenda of successful organizations
• How to develop customer service excellence to compete in a global marketplace
• What to look for when choosing a skills development or training programme
• Addressing attitudinal issues in learning
• Assessing the impact of customer service training in the workplace on the customer, the team, and the business
• High-performance coaching methods for customer service excellence and staff retention
• Maintaining positivity in the workplace
• Action planning to take the learning back and develop it further