CS11
Course Contents
Module 1 -Customer Relationship Management: Why it matters?
Key Topics
- The importance of How
- Focusing on how as well as the what
- Developing a relationship of mutual trust
- Influencing customer perceptions
- Calculating the lifetime value of your customer
- Exceeding customer expectations
- Creating the Customer Experience
- Emotional aspects of the customer experience
- Making the initial connection with the customer
- Presenting a positive first impression
- Identifying the differentiators of excellence
- Taking responsibility for demonstrating customer care
- Navigating the customer through the process
- Instilling confidence with a personal approach
- Fostering long term relationships
- Adopting a positive mental attitude
- Small actions that ensure attention to detail
Module 2 -Communicating Effectively with the Customer
Key Topics
- Developing excellent communication skills
- Establishing rapport with your customer
- Personalizing the message
- Matching words and non-verbal signals
- What you say and how you say it
- Verbal and vocal techniques that work
- Avoiding the quirks and detractors
- Banishing jargon to create clarity
- Matching words with non-verbal communication
- Adopting a problem-solving approach
- Turning active listening into problem solving
- Employing questioning techniques that focus on outcomes
- Encouraging a spirit of enquiry rather than adversary
- Moving to a team approach with the customer
- Achieving results for the remote customer
- Choosing and using appropriate media
- Applying best practices in call centre etiquette
- Top tips for e-customer care
Module 3 -Dealing Constructively with Tough Situations
Key Topics
- Calming upset customers with active listening
- Demonstrating emotional intelligence
- Displaying empathy and showing neutral support
- Establishing rapport and diffusing anger
- What you should not say to an upset customer
- Techniques for dealing with difficult people
- Remaining objective in challenging situations
- Personalizing and depersonalizing messages
- Asserting your position through polite repetition
- Handling the obstinate customer
- Transforming complaints into opportunities
- Generating useful feedback and learning
- Turning a negative situation into a loyal customer
- Tapping into the potential advocate within your customer
Module 4 -Contributing to a Customer Service Culture
Key Topics
- Demonstrating leadership in customer service teams
- Mapping the internal customer network
- Strengthening weak links in the chain
- Influencing a customer-centric culture
- Measuring customer satisfaction
- Setting and monitoring performance standards
- Tracking progress with internal indicators
- Enabling customers to express satisfaction
- Constructing a customer service charter
- Monitoring the teams development
- Seeing customer service as an attitude, not an accident
- Coaching your team for success
Module 5 -Making Excellence a Habit
Key Topics
- The Characteristics and practices of excellence
- Sharpening the saw to hone your customer service skills
- Projecting a professional image with internal and external customers
- Measuring personal growth and achievements
- Creating a service centered action plan (SCAT)
- Understanding organizational goals
- Setting Quality standards
- Understanding needs of customers
- What are management doing to help?
- Executing your personal action plan
- Constructing personal development goals
- Committing to immediate action
