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Achieving Excellence in Customer Service



Course Number



3 Days
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Providing outstanding customer service and positive customer experiences often make the difference between gaining and keeping a customer or losing one. This course offers the tools and techniques to ensure you build and maintain mutually beneficial relationships with your customers. As a result, they become loyal advocates for you and your organization.

You Will Learn How To

  • Provide exceptional customer service that achieves results and gets noticed
  • Adopt the skills and techniques that routinely deliver positive customer experiences
  • Maximize the value of your customer interactions
  • Deal effectively with difficult customers and turn complaints into opportunities
  • Contribute to a customer-centric culture and achieve greater personal growth and customer satisfaction
  • Demonstrate a positive, confident and professional approach with internal and external customers

Course Outline

  • Customer Service Excellence: Why It Matters

The importance of How

  • Focusing on the how as well as the what
  • Developing a relationship of mutual trust
  • The Five Key Values of Customer Service
  • Creating a definition of excellence
  • Creating the Customer Experience

Emotional aspects of the customer experience

  • Making the initial connection with the customer
  • Presenting a positive first impression
  • Influencing customer perceptions
  • Exceeding customer expectations

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 (PMA)
  • Small actions that ensure attention to detail
  • Communicating Effectively with the Customer

Developing excellent communication skills

  • Establishing rapport with your customer
  • Personalizing the message
  • Matching words and nonverbal signals

What you say and how you say it

  • Verbal and vocal techniques that work
  • Avoiding the quirks and distractors
  • Banishing jargon to create clarity

Adopting a problem-solving approach

  • Turning active listening into problem solving
  • Employing questioning techniques that focus on outcomes
  • Encouraging a spirit of inquiry 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
  • Dealing Constructively with Tough Situations

Calming upset customers with active listening

  • Demonstrating emotional intelligence
  • Displaying empathy and showing neutral support
  • Establishing rapport and defusing 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
  • Contributing to a Customer Service Culture

Demonstrating leadership in customer service teams

  • Mapping the internal customer network
  • Strengthening weak links in the chain
  • Influencing a customer-centric corporate 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 team's development

  • Seeing customer service as an attitude, not an accident
  • Coaching your team for success
  • Making Excellence a Habit

The characteristics and practices of excellence

  • "Sharpening the saw" to hone your customer service skills
  • Projecting a professional image with internal and external customers
  • Ten rules that epitomize success
  • Measuring personal growth and achievements

Executing your personal action plan

  • Constructing personal development goals
  • Committing to immediate action
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Exclusive Private Team Training Course

Enhance your team's effectiveness and boost productivity with this course, delivered privately to your organization or to any preferred location, including options for hybrid or all-virtual delivery via AnyWare.

This training course could be customized, and combined with other courses, to meet the specific needs of your team's training.

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Attendee Benefits

After-Course Instructor Coaching
When you return to work, you are entitled to schedule a free coaching session with your instructor for help and guidance as you apply your new skills.

Free Course Exam
You can take your Learning Tree course exam on the last day of your course or online any time after class.


Enhance Your Credentials with Professional Certification

Learning Tree's comprehensive training and exam preparation guarantees that you will gain the knowledge and confidence to achieve professional certification and advance your career.

Earn 17 PDUs

PMI, the Registered Education Provider logo, PMP, CAPM, PMI-ACP,
and PMBOK are marks of the Project Management Institute, Inc.

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