Customer Care Excellence

Face to face duration: 3 days

Course Objectives

The objective of Customer Care Excellence is to give participants an introduction into the service industry in general as well as their roles and responsibilities as brand ambassadors of the Company.

The three (3) days course involves the skills and knowledge required to apply customer service skills to relevant workplace operations including elements of quality customer service, deliver exceptional customer service and contribute to contact centre efficiencies by understanding the “how” and “why” their role is of importance to the customers.

Learning Outcomes

  • Identify skills and knowledge to deliver enhanced efficiencies
  • Define and apply dimensions of quality service
  • Discover the art of communication
  • Leading successful telephone conversation

Audience

Junior to intermediate Call Centre Agents, whose prime customer service interaction, is over the telephone.

Benefits

  • Understand the dimensions of customer service
  • Identify customers’ needs, wants and expectations before they have to share it
  • Understand and interpret the communication model
  • Apply effective communication, questioning and listening skills
  • Increase customer satisfaction through being an attentive agent
  • Understand the value of the agent’s contribution to the contact centre and the Company
  • Understand the elements of service recovery
  • Deliver excellence

Topics

  • WIFM
  • Dimensions of quality customer service
  • The call centre and its impact on the organisation
  • Needs, wants & expectations
  • Communication
  • SMILE
  • 7 rules of questioning and listening
  • The funnel technique
  • The art of phonetics
  • Eliminating queues and accelerating satisfaction
  • Service Recovery

Program Outline

Day One

  • Personal attitudes, behaviours and skills
  • WIFM?
  • The call centre is my responsibility
  • Introduction to customer service
  • Internal and external customers
  • Anticipate customer preferences, needs and expectations
  • The funnel technique
  • The value of customer satisfaction
  • 5 dimensions of quality customer service

Day Two

  • Professional and personalised service
  • Building relationships and overcome barriers
  • The communication model
  • Communication breakdown
  • Channels of communication
  • Verbal and non verbal communication
  • Effective communication, content and tone guidelines
  • The Art of Phonetics
  • Taking messages and transferring calls (inbound / outbound)
  • First impressions last - even over the telephone
  • Leading successful telephone conversations

Day Three

  • SMILE
  • Courtesies, etiquette and positive language
  • 7 rules of questioning & listening
  • Dealing with customer complaints
  • Anticipating delays in service provision
  • Eliminating queues and accelerating satisfaction
  • The service recovery process / handling objections
  • Delivering excellence and memorable experiences
  • Promises - Promises

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Testimonials

"The Student Manual is a logical, carefully thought through and well presented document. The face-to-face facilitators are helpful, patient, knowledgeable and passionate. Thank you for the time and effort that blueVisions have put into preparing and supporting this course."

David Thorpe iiNet Australia

"Your personal contribution to our training has been invaluable. Your infectious high spirits and genuine want for our success have shone through. I sincerely thank you for your efforts over the past two years."

Stephen Davies Group Manager, Construction Services Group, NSW

"Your course made me realise how irrelevant what I was learning through my university course actually was to my job. Due to this, I will be seeking to complete the remainder of the modules in this diploma through blueVisions."

Damien Bleeker Project Coordinator, Liverpool City Council, NSW

"Thank you for a wonderful course....This has been by far the best development course I've ever been a part of."

David Darcy LSPSPO - Defence Materiel Organisation

"Having sat in at various times in both courses, as well as being present for the final summary and feedback sessions I was really impressed with the positive feedback and outcomes. The blueVisions trainers did an awesome job and really motivated and inspired both groups. The level of the course was spot on for each group."

Brian Clarke Leadership Development Coordinator, Gasco