Customer Service Delivery

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Duration: 4 Hours
Lectures: 12
Video: 3 Hours
Level: Intermediate

Customer service Delivery for Managers

Course Description

 Excellent Service delivery is a strategic tool for business performance as recent studies reveal a direct relationship between an organization’s bottom line and her perceived level of service quality.

 Customer’s perception of a business or organisation’s service quality is shaped by their interactions with the staff in the organisation either by phone, email or in person. Many organizations cannot boast of great customer service because of the failure of their staff to see the link between customer service
and profitability, and to their inability to understand and shape customer expectations.

 These failures manifest in poor attitudes to customers and slow response time to customer requests, ultimately impacting on the organization’s profitability.

 This course has been designed to link good customer service with the strategy of your business or organisation thereby improving the organisation’s bottom line through great service delivery.

 Participants would be empowered with actionable tools and concepts to build great customer

At the end of the course, participants would:

 Understand the link between good customer service and an organisation’s bottom line.
 Apply the pillars of effective customer service in their day-to-day interactions with customers.
 Motivate participants to set aggressive and realistic service quality standards for both internal and external customers.
 Communicate effectively to better serve internal and external customers.
 Understand the nuances of body language and verbal skills, which are so important in conversations that do not have a face-to-face element.

 Manage different types of customers and exceed their expectations
 Learn techniques for handling difficult customers
 Demonstrate an understanding of questioning and listening skills.
 Personalise techniques for managing stress
 Ability to demonstrate proper telephone etiquettes to enhance your image and that of your organisation
 Apply the techniques to handle different difficult caller situations
 Understanding the impact of professional etiquette
 Exploring the elements involved in communicating as a professional
 Developing strategies to improve professional behaviour.
 Emotional Intelligence
 Stress management
 Developing customer service standards

1
Module 1 – What is customer service
11 minutes
2
Module 2 – Why is customer service important?
10 minutes
3
Module 3 – Understanding customer Needs and Expectations
11 minutes
4
Module 4 – Core Qualities of a customer service professional
12 minutes
5
Module 5 – Strategies to handle a difficult customer
14 minutes
6
Module 6 – Effective communication
10 minutes
7
Module 7 – Telephone Etiquette 2
15 minutes
8
Module 8 – Telephone Etiquette 2
10 minutes
9
Module 9 – Introduction to emotional intelligence
9 minutes
10
Module 10 – High and Low emotional intelligence traits
6 minutes
11
Module 11 – Stress management
8 minutes
12
Module 12 – Best ways to manage stress
12 minutes
13
Customer Service Quiz
10 questions

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