Customer Service Perspective

ICTD International Centre for Training and Development

ICTD International Centre for Training and Development

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Who should attend

Managers and supervisors of staff in customer-facing roles, and those responsible for ensuring that the service level offered to customers is a positive differentiator for their company, which will help increase customer retention.

About the course

Providing excellent customer service is essential to the long-term viability of every business. The Customer Service course introduces the fundamental elements of customer service and explains how they can be applied in any organization. Following this, it describes how a business can develop its customer service program to the highest level.

## Course Objectives

  • The role of customer service in the hospitality industry, the retail industry and the public sector.
  • How to deliver good customer service
  • Different communication methods
  • How to provide good customer service in line with organizational procedures
  • How to effectively deal with customer queries, problems and complaints

## Course Outline

  • Introducing to Customer Services

  • Customer Service Techniques

  • The history of Quality in business

  • Basic Quality concepts

  • What is it that Customers want

  • How can we calculate the total cost of Quality

  • Changing internal perceptions

  • Communicating With the Customer

  • What is Excellent Service?

  • Maintaining a Standard of Excellent Service

  • Creating Customer Loyalty

  • Service Quality Tools and Techniques

  • Questionnaires

  • Pareto Analysis

  • Nominal Group Technique

  • Cause and Effect Analysis

  • Maximize the value you deliver

  • Back to basics - communicating with our customers

  • Identify Listening Styles for you and your customer

  • Building Rapport

  • Influencing skills

  • Persuasion techniques

  • Dealing with Difficult Customers

  • Understanding Customer Behaviors

  • The Hospitality Customer

  • The 12 Steps of Superior Hospitality Service

  • Customer Service in Restaurants

  • Management in the Hospitality Industry

  • The Philosophy of Retail Service

  • Communicating with the Customer

  • Management in the Retail Industry

  • What is behavior

  • Current behavioral challenges

  • What causes difficult behavior

  • Factors affecting our behavior and how attitudes are formed

  • Communication misunderstanding

  • Presentation, small group exercise, facilitated group discussion

  • The Policies and Principles of Customer Service

  • customer Service Philosophy for the Public Sector

  • Practice sessions

  • Review of ‘Difficult Behavior’ toolkit

  • Selecting behavior management strategies and techniques for participant’s own difficult situation

  • Group review, small group practice sessions with feedback

  • Action planning and reflection

  • Review of learning and action planning, course feedback

  • Individual reflection and action planning exercise, facilitated group review

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Customer Service Perspective at ICTD International Centre for Training and Development

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Disclaimer

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