CS11
Course Contents
Module 1 -Factors that Build Customer Satisfaction and Loyalty
Key Topics
- Course overview and learning objectives
- Why is measuring customer satisfaction important?
- Breakout session: How to Use Customer Service to Increase Sales
- Using the brainstorming technique to improve customer satisfaction
- Breakout session: Brainstorming Ideas to Enhance the Customer Experience
- Case study: Benchmarking Good and Bad Customer Service Providers
- Customer service lessons from Taxi Terry
- Going the Extra Mile to deliver customer service excellence
- Your attitude makes a difference
- The importance of teamwork and cooperation
- Teambuilding and leadership exercise
Module 2 -The Voice of the Customer: Measuring and Monitoring Customer Satisfaction
Key Topics
- Managing customer expectations
- Common mistakes in customer satisfaction measurement
- Best practices: Advanced Customer Satisfaction Measurement Tools
- Interpreting body language gestures, eye movement, and handshake styles
- Understanding various types of customers using DISC profiting model
- Practical exercise: Determining Your DISC Profile
- Developing your listening skills
- Practical exercise: Listening Skills Survey
- Questioning skills to uncover customer expectations and service requirements
- Breakout session: Designing a Customer Satisfaction Measurement Survey
Module 3 - Techniques for Handling Complaints and Working with Aggressive Customers
Key Topics
- Best practices for recording and monitoring customer service issues
- Empowering frontline employees to better serve their customers
- Telephone tips to promote a professional image
- The supervisor’s role in conflict resolution and service recovery
- Managing emotions during stressful situations
- Principles of persuasion: Negotiating win / win outcomes
- Giving and receiving customer feedback
- Evaluate service trends for performance improvement
- Working with difficult or aggressive customers
- Breakout session: Developing a Step-by-Step Process for Handling Customer Complaints
Module 4 - Exceptional Customer Service: Taking Your Organisation from Good to Great!
Key Topics
- Benchmarking the characteristics of customer-focused organisations
- How well does your organisation communicate the importance of customer service
- Does your mission statement reflect a commitment to customer satisfaction?
- Case study: Xerox Five Pillars of Customer Focused Strategy
- Overcoming communication barriers in the workplace
- Serving internal and external customers
- Your customer service is only as good as your worst employee
- Case Study: Best Practices of Scandinavian Airlines and The Disney Corporation
- Social media and PR damage control
Module 5 - Leading the Way to Superior Customer Service Satisfaction
Key Topics
- Practical exercise: Developing a Plan of Action
- Goal setting for personal development
- Practical exercise: Time Management Survey
- Time management tips to overcome procrastination and maximize productivity
- The impact of stress on individual and team performance
- Stress management strategies for maintaining peak-performance
- Course review and feedback
