Providing Outstanding Customer Service
- Course Duration
- 1 Days
Course Information
Need Group Training
Course Description
This one-day course will help you develop the perspective and skills to create memorable experiences for your customers. You will come away with an appreciation for the power and benefit of a positive customer service interaction for your customers, your organization, and you! Get insight into how customer service is about more than the issue you help solve at the moment – it is about creating advocates for your brand that help generate continuous value to your organization.
Course Objective
- Define customer service in relation to both internal and external customers
- Practice tips to internalize a healthy customer service mindset
- Recognize the importance of identifying the customer’s needs and wants
- Utilize techniques to connect with customers using different media
- Deliver a customer service experience that creates brand evangelists
Course Outline
1. Customer Service – Getting Started
- Who are your customers
- What is customer service
- Who provide customer service
2. The Customer Service Mindset
- The power of the first impression
- The importance of appearance
- Using energy to meet customer needs
- Dealing with heightened emotions
3. Identifying Customer Needs
- Understanding what customers value
- Values, assumptions, and points of view
- Meeting basic needs
- Exceeding expectations
4. Connecting with the Customer
- Listening and hearing
- Effective listening techniques
- Using different communication methods
- Effective digital communications
- Artificial Intelligence and customer service
5. Delivering Memorable Service
- Customer service as brand evangelism
- Passion and outstanding service
- Providing memorable service