Superior Customer Service

SAQA Alignment: US 246740 Care for customers   NQF level 4; 3 credits

Duration: 2 days

In today’s competitive markets, normal customer service is not enough. Superior Customer Service will help your organisation to have a competitive edge. Participants share ideas and techniques for more effective interactions with internal and external customers.

Here are just some of the many proven benefits of putting Superior Customer Service training at the heart of your organisation.

• Amaze your customers and win more repeat business
• Attract higher quality staff and improve staff retention
• Stand head and shoulders above the competition
• Gain more business through word of mouth recommendation

Customer service is what sets one organization apart from another in its industry and is crucial to the financial success of every organization.

We Will Teach Your Team...

• How to identify customer needs and expectations
• How to recognise customer dissatisfaction and take action to resolve the situation
• How to identify and take opportunities to enhance the quality of customer service
• How to communicate with all customers in a friendly and courteous manner
• How your customers see you
• Handling difficult customers
• Making sure customers return
• How to make your service level superior
• Dealing with internal as well as external customers
• How your attitude impacts on your clients perceptions
• Telephone Answering techniques
• Excellence in customer service
• How to handle complaints
• Turning difficult and demanding customers into your best business allies
• Thinking on your feet - Using your initiative

Our approach is to keep it practical and simple! Participants are actively involved in class through role plays, exercises and group discussions. Immediately apply the tools and techniques to your workplace.

The Customer Service Mindset

• Three Tiers of a Winning Service Organisation
• Winning Results: The Returns on Service Quality
• Winning Results: Good Management Makes the Difference
• Customer Tier
• Moments of Truth
• Identify customer needs and expectations

Why is Customer Service Necessary?

• Importance of Customer Service
• Identify customer needs and expectations. Internal vs External Customer Service
• What is an Internal Customer?
• Why Internal Service Quality Can Be Poor
• How to Provide a Good Service to the Internal Customer
• The Internal Customer Service Audit
• Recognise customer dissatisfaction and take action to resolve the situation. Customer Service Responsibilities
• Customer service behaviours
• Customer service and customer retention 
• Identify and take opportunities to enhance the quality of customer service Styles and Attitudes in Customer Service 
• Who am I? 
• Communicate with all customers in a friendly and courteous manner.

Listening to Customers

• Listening Skills
• Transactional analysis

Presenting the Products and Services

• Persuasion Skills
• How to be Persuasive 
• The Power of the Positive Approach 
• Negotiating 
• Handling Customer Complaints 
• Dealing with Aggression 
• Giving Customers Bad News 
• Is The Customer Always Right? 
• Reflect on own performance and identify possible areas for self-improvement.

Who should attend

• This course is recommended for customer service professionals, service agents, front-line workers, managers, supervisors and business professionals, who wish to specialize in the customer service business segment