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Customer Service Excellence: How to win and keep customers

Providing customer service excellence is what will keep your customers coming back.
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The Key Issues

Customers can be demanding and sometimes even difficult. However, they are key to your business and providing the right customer service will set you apart from the competition. What is the right customer service? What are some of the best practices? Where should you focus your efforts? What should you do with difficult clients?

Customer service excellence

Conflict management

Building credibility

Key Competences​

Communication skills

Effective listening skills

Influence & persuasion

The Right Programme for You

You are a customer service representative, technical or support executive or you work directly with clients. You need to focus on increasing customer satisfaction and retention in your organization.
  • Business Professionals
  • New Managers
  • Managers
  • Senior Managers

Highlights

Use and practice the 3 Cs of Customer Service Excellence - Credibility, Communication and Conflict Resolution.

Recognize how focusing on customers' expectations and needs can save time and reduce stress.

Learn how to really listen to your clients and understand their needs.

Learn, Practice and Use

  • Deliver better, faster service and increase customer satisfaction
  • Learn how to gain repeat business
  • Know what customers expect and want Increase your credibility with customers—and your value to your organization
  • Manage stressful situations more effectively
  • Recognize the signals of customer irritation—and how to respond appropriately and assist in quickly finding a workable solution to your customer’s problem
  • Respond quickly and efficiently to specific customer behaviours
  • Understand why customer satisfaction is based on perceptions
  • Learn how great customer service creates revenues
  • Share your knowledge and challenges with your peers and MCE's highly experienced faculty

Programme Details

Customer Service Excellence : How to win and keep customers is a 2 day hands-on training programme. It focuses on the key skills you need in your customer service role today – communication skills, managing conflict, builidng credibility, active listening and more. The programme is faciliated by an experience business professional.

Eight Programme Modules

  • Understand How Customer Service Creates Revenue and Healthy Organizations
  • Appreciate How Delivering Excellent Customer Service Reduces Your Personal Stress at Work
  • Identify Internal and External Customers
  • Appreciate That Internal Service Is Just as Important as External Service
  • Understand the Two Levels of Customer Service
  • Gain Influence Over Issues You Can’t Control
  • Recognize the Importance of Building Trust in a Customer Service Relationship
  • Discuss the Role of Perception in Satisfying Customers’ Expectations
  • Identify the Source of Customers’ Expectations
  • Determine Customers’ Top Expectations
  • Recognize How Prioritizing and Focusing on Customers’ Top Expectations Can Save Time and Reduce Stress
  • Understand How Emotions Are Created
  • Develop Mental Strategies for Remaining Calm and Optimistic Under Pressure
  • Use Body Language to Manage Your Emotional States
  • Change Emotional States to Avoid Negative Carryover
  • Understand Your Own Personality Style
  • Identify the Personality Styles of Others
  • Use Personality Styles to Communicate with Your Customers Based on Their Preferences
  • Expand Your Communication Skills for Better Results with Customers
  • Enhance Listening Strengths
  • Reduce Listening Liabilities
  • Identify Your Customers’ Listening Styles and Your Own
  • Build Rapport with Customers and Expand Your Influence
  • Identify the Different Types of Customer Communication Channels
  • Appreciate the Power of Words
  • Use Persuasive Language Patterns
  • Identify Techniques to Stand Out on the Telephone
  • Compose Email Correspondence That Customers Will Read, Understand, and Appreciate
  • Use the Power of Social Media to Enhance Customer Service
  • Recognize and Respond Effectively to Challenging Customers
  • Understand the Physiology of Anger
  • Turn a Challenging Customer into a Happy, Repeat Customer Using a Recovery System
  • Apply Emotional Management Tools to Remain Calm During Interactions with Challenging Customers
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Faculty

Bettina
Hausmann

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Bettina
Hausmann

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Bettina
Hausmann

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Bettina
Hausmann

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Bettina
Hausmann

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Testimonials

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