Customer Service Essentials

Module 1 - Overview of Customer Service

• What is customer service?
• Customer expectations
• What does great service look like?

Module 2 – Why does Customer Service matter?

• Why is quality important in terms of customer service?
• The cost of poor customer service
• The outcomes of great customer service
• Evolution of customer trends and customer service

Module 3 – First Impressions

• Creating a positive first impressions
• PEAK performance – Personal appearance, environment, attitude, knowledge
• Acknowledgement and greeting
• Courtesy and respect

Module 4 – The 3 Vs of Communication

• Words matter
• It’s not just what you say, but how you say it – tone of voice
• Non-verbal communication – body language, appearance and actions
• Questioning skills
• Listening skills

Module 5 – Building Rapport

• Different types of customers
• Connecting and engaging with the customer
• Identifying customer needs
• Commitment and ownership
• Product knowledge and personalisation
• Showing customers they are valued
• Maintaining and improving existing client relationships

Module 6 – Handling customers on the telephone

• How is the telephone different to face-to-face interactions?
• 5 stages of telephone calls (Open, establish, explore, agree, close)
• Telephone etiquette – greetings, tone of voice, personalisation, avoiding interruptions, avoiding dead air, hold/mute/transfer procedures, summarising

Module 6 - Objection Handling

• What is an objection?
• Common reasons for objections
• Is the objection real or based on some other factor?
• Finding solutions
• Objection Handling Techniques

Module 7 – Resolving Complaints

• Why do customers complain?
• Determining the reasons for complaints
• Difference between sympathy and empathy and how is empathy important in handling difficult and upset customers
• Owning the customer complaints and providing assurance
• Providing FCR – First Call Resolution and following up