Exceptional Customer Service: The Key to Building Loyalty

Whether your business is large or small, product- or service-based, this workshop will help you develop a strategy for developing and then keeping your most important asset, your customers – both internal and external customers. Customers are more likely to become loyal customers when they have a personal relationship with people inside your organization. This workshop helps participants to understand how to develop a loyalty-driven culture, through individual attention to customer needs, as well as a savvy process for developing high customer service standards and for nurturing those relationships. Who Should AttendAnyone who would like to take more control over how they develop and then maintain loyal customers. What You Will Learn After attending this workshop, participants will be able to:Identify the key indicators of a service cultureTake personal responsibility for customer satisfactionUnderstand the relationship between effective communication and quality serviceAnticipate customers’ needsBuild strong partnerships with internal and external customersClarify their customers’ expectationsDevelop and practice empathy through active listeningIdentify ways that they can go beyond customer expectationsAssess their personal attitudes while dealing with a difficult moment of truthMore effectively handle customer complaintsMore confidently respond to upset customersMore easily handle customer telephone callsHelp to create a customer service mission statementDevelop customer service performance standards for themselves and othersCourse Outline What Exceptional Customer Service Looks LikeIdentifying personal examples of exceptional customer serviceKey Indicators of a Service CultureAssessing participants’ current organizational/departmental service culture improvement opportunitiesTaking Personal Responsibility for Customer SatisfactionHow to make a personal difference in the way that you work with customersCreating a personal definition of customer serviceAnticipating Customers’ NeedsIdentifying how to anticipate customers’ needsIdentifying how knowing customers’ needs would help participants’ work easierBuilding Strong Customer Service PartnershipsOverview of the 10 Building Blocks that represent typical internal and external customers’ needsIdentifying individual participant’s internal/external customer needs and how to better meet themCreating Building Block action plans for customersSeeking to Understand Customer Ideas, Thoughts, and Emotional Reactions to Their SituationsDefining empathyUsing Active Listening to exercise empathyBuilding empathy into participants’ communication skillsGoing Beyond Customers’ ExpectationsConsidering how to exceed internal/external customers’ expectationsIdentifying participants’ optionsKeeping Your Cool & Serving Your CustomersPersonal attitudes during difficult Moments of TruthWorking with upset customersHandling customer requests, problems, & complaints – knowing what you can and cannot do for the customer and how to communicate that, while maintaining appropriate flexibilityLearning how to you “no” and “yes, but”How to facilitate Service RecoveryEffective Use of the Telephone with Customer ServiceIdentifying telephone annoyancesTelephone pitfalls and benefitsUncovering telephone guidelinesHow to handle call holds and transfers with appropriate telephone etiquetteCreating Customer Service Mission StatementsIdentifying who and what benefits from a customer service mission statementIdentifying its desirable characteristicsPracticing a step-by-step process for how to create a customer service mission statement with participants’ teamsDeveloping Customer Service Performance StandardsIdentifying the necessary complexity of the standardsHow to check the standards to make sure that they will create their intended purposeHow to monitor the standards and make necessary changes over time Up to 30 students Virtual Classes will be a live, Instructor lead class in Zoom for Government, a virtual technical assistant VTA will be available to assist students with any technical issues, take roll, administer evaluations, and distribute certificates of completion. Course materials will be provided electronically.Onsite classes will be held at your location. The instructor will travel to you. Materials will be printed and shipped to your site. A sign-up sheet will be provided for student to enter their name (as they want it on their certificate) and the email address to send the certificate to. GSA travel costs will be added to the course fee. Contact us for a travel estimate.A minimum of 2 weeks lead time is needed for virtual classes, 3 weeks for onsite classes.Questions? Contact our training coordinator via email or phone at (202) 843.5447.