Customer Service Essentials

Customer Service Excellence Workshop


Description
Service excellence refers to the ability of service providers to consistently meet and exceed customers' expectations. At the same time, 72% of customers would share a good experience with 6 or more people. In this course, we show you the fundamentals of building a culture of service excellence.
While a variety of elements go into creating a successful business, customer service is center-stage. Every interaction the company has with a customer (or potential customer) can affect the business’ bottom line. Often, customer service is what separates companies that thrive from those that fail. This is why it is imperative that businesses invest in quality customer service training programs. Giving team members the knowledge and skills required to provide service excellence, therefore, is critical to your organization's success.

By taking this course you'll learn:
1. The key principles of service excellence
2. How to build a culture of service excellence
3. The knowledge required by service excellence team members
4. The tools of effective communication
5. How to address Customer Issues

Why should you take this course:
Customer service training doesn’t just add value for the customer; it builds the confidence of each person with the knowledge and skill the training provides, it can drive sales and give you a strong competitive advantage. The knowledge and skills provided in this workshop are not limited to an organization or customer service role, but to every aspect of life.
Content
  • Module 1 - The Foundation of Service Excellence
  • Lesson 01 - What is Service
  • Lesson 02 - Key Elements of Service Excellence
  • Module 2 - Building a Culture of Service Excellence
  • Lesson 03 - Building a Customer Service Culture Part 1
  • Lesson 04 - Building a Customer Service Culture Part 2
  • Lesson 05 - Building a Culture of Service Excellence Part 3
  • Module 3 - Knowledge Elements of Service Excellence
  • Lesson 06 - Know Yourself
  • Lesson 07 - Know Your Organization
  • Lesson 08 - Know Your Products & Services
  • Lesson 09 - Know Your Customers
  • Module 4 - Effective Communications Skills for Service Excellence
  • Lesson 10 - Verbal Skills
  • Lesson 11 - Non-Verbal Skills
  • Lesson 12 - Listening Skills
  • Module 5 - Addressing Customer Issues
  • Lesson 13 - Addressing Customer Needs
  • Lesson 14 - Service Recovery Strategy
  • Lesson 15 - Roadblocks to Service Recovery
  • tamisha@thecilc.com
Completion rules
  • All units must be completed
  • Leads to a certification with a duration: Forever
Prerequisites