COURSE OVERVIEW
The most successful organizations are those that continually strive to elevate their customer service standards. Exceptional service is, at its core, a human interaction — even in an age of automation and technology. Sustainable excellence in customer service begins internally; true external satisfaction cannot exist without a strong internal service culture and the right Customer Service Mindset.
KEY FEATURES
The Achieving Customer Service Excellence course focuses on:
- Serving both internal and external customers effectively
- Building and sustaining a strong customer service mindset
- Understanding different customer personality profiles
- Handling customer complaints and achieving lasting satisfaction
LEARNING OBJECTIVES
By the end of this course, participants will be able to:
- Deliver outstanding service to both internal and external customers
- Clearly understand and respond to customer needs and expectations
- Build relationships based on trust, reliability, and competence
- Increase customer satisfaction and loyalty
- Consistently deliver service that exceeds expectations
- Manage interactions with different customer personalities effectively
- Handle complaints with professionalism and restore customer confidence
- Improve the overall quality and performance of their team’s service delivery
TARGET AUDIENCE
This program is ideal for professionals who engage with customers regularly, including:
- Customer Service Executives
- Customer Service Supervisors
- Customer Support Representatives
- Sales and Frontline Personnel
- Anyone responsible for managing customer interactions or relationships
TRAINING METHODOLOGY
This course uses a highly interactive and practical approach that combines engaging presentations, real-life case studies, group discussions, and video demonstrations. Participants will take part in role-plays and exercises designed to deepen understanding and develop hands-on service skills.
Pre- and post-course assessments will be conducted to evaluate the effectiveness of the training and measure participant progress.
COURSE MODULES
Module 1: Introduction to Customer Service
Key Topics:
- Defining world-class customer service
- Customer care vs. customer service
- Developing the right customer service mindset
- Overcoming challenges to excellent service
- Understanding service from the customer’s perspective
- The importance of perception in customer satisfaction
- Identifying customer expectations
- Attention to detail and professional appearance
- Proven techniques for delivering exceptional service
- Activities and videos for practical learning
Module 2: Effective Communication with Customers
Key Topics:
- Fundamentals of communication
- Active listening and understanding customer needs
- Managing language and communication barriers
- Handling emotional customers tactfully
- Creating strong first impressions and rapport
- The power of non-verbal communication and body language
- Using empathy and open dialogue
- Choosing positive and professional language
- Avoiding negative or dismissive expressions
- Activities and videos for practice
Module 3: Handling Customer Complaints
Key Topics:
- Viewing complaints as opportunities for improvement
- Encouraging customers to voice their concerns
- Identifying dissatisfaction early
- Understanding customer motivations and desired outcomes
- Implementing an effective complaint-handling process
- The face-to-face complaint resolution model
- Best practices in service recovery
- Capturing complaint data for process improvement
- Winning back customer trust and loyalty
- Designing a service recovery plan
- Activities and videos for reinforcement
Module 4: Setting and Managing Customer Expectations
Key Topics:
- Understanding customer personalities and behaviors
- Managing internal and external customer expectations
- How perceptions shape satisfaction
- Techniques for setting realistic expectations
- Understanding the “map of the world” concept in service
- Applying key customer service quality tests
- Taking proactive steps to exceed expectations
- Activities and videos to deepen understanding
Module 5: Developing a Service Improvement Plan
Key Topics:
- Cultivating a customer-focused mindset
- Assessing current service standards
- Collecting and analyzing customer feedback
- Using surveys and feedback tools effectively
- Setting measurable goals to enhance service quality
- Identifying and addressing service delivery gaps
- Removing obstacles to superior customer care
- Steps for boosting satisfaction quickly and sustainably
- Creating a personalized service improvement plan
- Activities and videos for practical application
