Course Methodology

This course uses interactive techniques like brief presentations by the consultant and questions, both written and oral, case studies, role-plays, exercises, and more.

Course Objectives

By the end of the course, participants will be able to:

• Define customer service and break it down to its most basic dimensions to understand the new service landscape and its modern requirements
• Explain the framework for successful customer service and use it to deliver excellent levels of service consistently
• Determine fundamental technical and behavioral aspects of exceptional customer service to deal with different types of customers and become a service superstar
• Discuss and practice customer empathy and research techniques for optimizing customer communication and loyalty
• Explore virtual customer service tools to enhance customer loyalty and service effectiveness

Target Audience

Managers, supervisors, customer service staff, and staff in departments who deal directly with external customers or whose job is to support other entities or employees inside the organization.

Target Competencies

• Communicating with customers
• Customer-centricity
• Emotional control
• Empathy
• Adaptability and flexibility
• Perceptiveness
• Resilience

Customer Service: Highlights and Foundations  

• Customer service in the 21st century
• Customer service definitions
• The service dimensions matrix
• Building a service mindset
• Achieving customer service excellence 

The Framework of Successful Service Quality

• Components of Service quality
• Service quality
• Service quality gaps
• The 'RATER' Model
• The customer complaint system
• Definition of a ‘customer complaint’
• Main reasons why customers complain
• Inspired staff
• Customer loyalty
• Attributes and characteristics of loyal customers
• Strategies to keep customers loyal

Becoming a 5 Stars Customer Service Pro  

• The emotionally intelligent Customer Service Professional
• Definition of Emotional Intelligence
• How EI improves customer service  
• Effective interpersonal communication skills
• Interpersonal communication pillars
• Reflective listening skills
• Customer-facing excellence 
• Making an excellent first impression
• Dealing with different types of customers

Customer Empathy and Research

• Enhancing customer empathy
• Definition of customer empathy
• The customer empathy map
• Deepening customer research
• Creating a customer persona
• Measuring customer satisfaction

Customer Service Success Practices

• Identifying personality strengths and weaknesses
• DiSC® personality development profile
• The virtual customer service professional
• Definition of virtual customer service 
• Virtual customer service tools and benefits