On-line Delivery of Delivering Exceptional Customer Service
This is a 2 day course that will be offered on June 11 and June 18 from 9:00 a.m. - 4:00 p.m. each day
Course Overview
Customers today have high expectations. They are more demanding and less patient. Providing a positive, productive and proactive response is the key to exceptional customer service. Service skills always require updating, careful analysis, review and practice. This course examines the key to exceptional customer service by emphasizing the importance of first impressions, a positive service image and a customer focused approach.
Objectives:
- Develop a positive approach to dealing with customers
- Use responsive customer service skills
- Help customers to understand changes in service
- Keep your customer satisfied when explaining complex policies
- Respond to demands for service with the best use of resources
Course Outline
Why is great service important?
- How does it impact our customers?
- How does it impact our business/organization?
- How does it impact us personally?
How can we deliver exceptional service?
- An attitude adjustment
- Know your ‘product’
- Know your customers
First Impressions
- Why is this so important?
- Face to face
- Over the telephone
- Business image
Building Relationships
- Value Exchange
- Recognition
- Building Trust
Customer Communication
- Learning to Listen
- A different point of view
- Personality Differences
- Mirroring
Keeping the Customer Satisfied
- Dealing with change
- Oops, we made a mistake!
- An attitude of gratitude
Managing Time & Resources
- Multi-tasking
- Time Bandits
- Improving efficiency
Developing a Customer Service Plan
- Belief Statements
- Service Agreements
- Accountability/Reporting Loop
This is an Aurora College, Yellowknife Campus workshop. Please contact Karen Horn at (867) 920-8802 or email khorn@auroracollege.nt.ca