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Customer Service

Customer Service Excellence – ILM Endorsed

Win and Retain Customers using Emotional Intelligence

ILM
Public Programme
 

Who Should Attend:

  • Sections Heads & Middle Managers
  • Customer Service Team Leaders
  • Customer-facing Team Members

Course Objectives

  • An overview of what 'customer service excellence' means to you and your customers
  • Understand how Emotional Intelligence (EQ) can give you a customer service edge
  • Identify personal strengths and blind spots and how they impact your customers
  • Explore reasons for spending more on valuable customers (no more one-size-fits-all)
  • Learn how to motivate and maintain morale in front-line customer service teams
  • Identify EQ best practices for managing different situations, including complaints
  • Learn how to measure how well customer service objectives are being achieved
  • Confirm how the EQ approach can lead to long and profitable customer relationships.

What will you gain?

By the end of this course you will be able to:
  • Explore people's buying choices. People buy from people, not companies
  • Understand that the result of a business is a satisfied customer and that everyone provides customer service, to either internal or external customers.
  • Learn how to make every interaction with customers as positive an experience as possible
  • Develop listening skills to learn and understand your customer's needs
  • Learn to lower the emotional temperature so you can have a rational discussion
  • Align organisational priorities to match the priorities of your customers
  • Take customer complaints seriously, and as opportunities to show customers that you provide exceptional service.

Course Content

  • Customers, customer service and service quality defined
  • Customer service vs. customer satisfaction
  • The Iceberg phenomenon
  • Traditional vs. progressive customer orientation
  • Nature and definition of Emotional Intelligence
  • Perception vs. reality among customers
  • Emotional literacy- “understanding how my feelings affect my customer”
  • Elements and dimensions of quality service
  • Customers and expectations
  • Delivering what we promise and more
  • Understanding needs, wants and expectations of customers
  • Products vs. services
  • Becoming aware of all the products/services you offer
  • Types of customers
  • Communication skills
  • Hearing vs. listening
  • Characteristics of a good listener
  • Body language as powerful tools
  • Different personalities and how to deal with them
  • Dealing with difficult/challenging customers
  • Winning words vs. hedgers to avoid
  • Positive vs. negative phrases and questions
  • Sources of customer satisfaction and the zone of tolerance
  • The customer experience chain
  • Understanding difficult customers
  • How can you prevent problems with difficult customers?
  • Dealing with complaints and profiling complainers
  • Customer relationship management for continued partnerships
  • Creating a climate of positive responsiveness
  • Growing and nurturing service champions
  • Importance of loyal customers and how to build loyalty
  • The loyalty ladder
  • Case studies.
 


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