Supply Chain & Operations

SOP 19 Advanced Customer Service Management

SOP 19 Advanced Customer Service Management

Accredited by: LONDON INSTITUTE OF SKILLS DEVELOPMENT SIGNATURE PROGRAMME

Who should attend?

Managers and executives from public and private sector organisation who want to design, improve and deliver superior customer services, including:

  • Managers and customer-facing employees wishing to raise their organisation’s level of service
  • Front-line teams who respond to verbal and written service enquiries and complaints
Course Code:SOP 19
Subject:Advanced Customer Services Management
Course Fee:£365
Duration:3 Days
  • Employees in the service sector and public utilities
  • Supervisors and service team members
  • Marketing executives
  • Students / Fresh graduates who want to pursue career in Service Industry and desired to acquire a promising position in a reputable Organization

Learning Objectives

  • Communicate more effectively and positively with customers
  • Create good first impressions and build trust levels
  • Meet high standards of response and resolution
  • Develop their own personal toolkit to lift service levels
  • Improve first contact resolution pro-actively identifying complaints and fixing them
  • Turn around entrenched, emotionally charged and dissatisfied customers
  • Analyze complaints and recognize patterns to avoid them in the future

Course Content

An Introduction to Customer Service

  • The core principles of customer service excellence
  • Understanding of the different types of customer and the value of customers and their loyalty
  • The costs and impacts of poor customer service
  • How measuring customer relationships can enable greater business success
  • Understanding unpleasant experiences

Essential Customer Service Communication Skills

  • The language and communication skills for successful interactions
  • The message drop-out
  • The three elements of effective communication
  • Building rapport with verbal communication
  • Adapt your behaviour to meet customers’ needs or expectations

Dealing with stress and calming upset customers

  • Understanding what makes customers upset
  • Contrast successful and difficult customer relationships
  • Strategies for calming upset customers; face-to face, over the telephone, via email
  • Understanding the stress of customer services roles
  • Managing, or eliminating, stress

Maintaining a positive and customer-friendly attitude

  • The individual in customer service activities
  • 10 Tools to help you manage your time in customer services
  • Maintaining a ‘can do’ approach
  • Techniques for asking questions
  • Strategies for adding genuine value

Development of a toolkit to build stronger and long lasting customer relationships

  • Why the telephone is so important to customer service
  • Recognising the customer’s preference and adapting accordingly
  • Mastering the telephone
  • Understanding the signals you send out to customers
  • Identify and negotiate the best deal/outcome possible

Main components of a Complaints Management Process

  • Identification of the elements of an effective complaints management process
  • International standards – ISO 10002
  • Social, technological, political and economic factors that are changing customer’s expectation.
  • Why complaints are important to an organization
  • The risks and benefits inherent in complaints

What Customers Look for When They Complain

  • What makes best-in-class complaints handling
  • Setting a strategy for complaint management
  • The positive power of effective complaint handling
  • What is important to customers when they complain
  • Understand the justice customers are looking for when complaining.

People Issues

  • Why customers choose to complain
  • How complaint handlers choose to respond
  • Communication styles and emotional intelligence
  • Build rapport

Skills and Behaviours Needed for Dealing with Complaints

  • Empathy and positive reactions
  • Listening and questioning skills
  • Dealing with difficult customers and problem behavior
  • Taking a future outcomes approach.

Learning from Complaints

  • Data capture and analysis of complaints – the complaints cycle
  • Case Study – UK Ofcom – Consumer Complaints Procedures Review
  • Customer service and culture change
  • Course summary and close