/  Customer Service Management Training

Customer Service Management Training

BMC Training provides a training course in Customer Service Management in Management and Leadership

Course Title
Venue
Start Date
End Date
  • Istanbul
    5 - 7 - 2020
    9 - 7 - 2020
  • Bali
    5 - 7 - 2020
    9 - 7 - 2020
  • Singapore
    5 - 7 - 2020
    9 - 7 - 2020
  • Washington
    5 - 7 - 2020
    9 - 7 - 2020
  • Dubai
    12 - 7 - 2020
    16 - 7 - 2020
  • Paris
    12 - 7 - 2020
    16 - 7 - 2020
  • Hong Kong
    12 - 7 - 2020
    16 - 7 - 2020
  • Dubai
    19 - 7 - 2020
    23 - 7 - 2020
  • Paris
    19 - 7 - 2020
    23 - 7 - 2020
  • Hong Kong
    19 - 7 - 2020
    23 - 7 - 2020
  • Kuala Lumpur
    26 - 7 - 2020
    30 - 7 - 2020
  • Rome
    26 - 7 - 2020
    30 - 7 - 2020
  • Barcelona
    26 - 7 - 2020
    30 - 7 - 2020
  • Zurich
    26 - 7 - 2020
    30 - 7 - 2020
  • London
    12 - 7 - 2020
    16 - 7 - 2020
  • Madrid
    12 - 7 - 2020
    16 - 7 - 2020
  • Munich
    12 - 7 - 2020
    16 - 7 - 2020
  • Berlin
    12 - 7 - 2020
    16 - 7 - 2020
  • New York
    12 - 7 - 2020
    16 - 7 - 2020
  • London
    19 - 7 - 2020
    23 - 7 - 2020
  • Madrid
    19 - 7 - 2020
    23 - 7 - 2020
  • Munich
    19 - 7 - 2020
    23 - 7 - 2020
  • Berlin
    19 - 7 - 2020
    23 - 7 - 2020
  • New York
    19 - 7 - 2020
    23 - 7 - 2020
  • London
    2 - 8 - 2020
    6 - 8 - 2020
  • Madrid
    2 - 8 - 2020
    6 - 8 - 2020
  • Munich
    2 - 8 - 2020
    6 - 8 - 2020
  • Berlin
    2 - 8 - 2020
    6 - 8 - 2020
  • New York
    2 - 8 - 2020
    6 - 8 - 2020
  • Dubai
    9 - 8 - 2020
    13 - 8 - 2020
  • Paris
    9 - 8 - 2020
    13 - 8 - 2020
  • Hong Kong
    9 - 8 - 2020
    13 - 8 - 2020
  • Istanbul
    16 - 8 - 2020
    20 - 8 - 2020
  • Bali
    16 - 8 - 2020
    20 - 8 - 2020
  • Singapore
    16 - 8 - 2020
    20 - 8 - 2020
  • Washington
    16 - 8 - 2020
    20 - 8 - 2020
  • Kuala Lumpur
    23 - 8 - 2020
    27 - 8 - 2020
  • Rome
    23 - 8 - 2020
    27 - 8 - 2020
  • Barcelona
    23 - 8 - 2020
    27 - 8 - 2020
  • Zurich
    23 - 8 - 2020
    27 - 8 - 2020
  • Istanbul
    27 - 9 - 2020
    1 - 10 - 2020
  • Bali
    27 - 9 - 2020
    1 - 10 - 2020
  • Singapore
    27 - 9 - 2020
    1 - 10 - 2020
  • Washington
    27 - 9 - 2020
    1 - 10 - 2020
  • Dubai
    6 - 9 - 2020
    10 - 9 - 2020
  • Paris
    6 - 9 - 2020
    10 - 9 - 2020
  • Hong Kong
    6 - 9 - 2020
    10 - 9 - 2020
  • Dubai
    13 - 9 - 2020
    17 - 9 - 2020
  • Paris
    13 - 9 - 2020
    17 - 9 - 2020
  • Hong Kong
    13 - 9 - 2020
    17 - 9 - 2020
  • Kuala Lumpur
    20 - 9 - 2020
    24 - 9 - 2020
  • Rome
    20 - 9 - 2020
    24 - 9 - 2020
  • Barcelona
    20 - 9 - 2020
    24 - 9 - 2020
  • Zurich
    20 - 9 - 2020
    24 - 9 - 2020
  • London
    6 - 9 - 2020
    10 - 9 - 2020
  • Madrid
    6 - 9 - 2020
    10 - 9 - 2020
  • Munich
    6 - 9 - 2020
    10 - 9 - 2020
  • Berlin
    6 - 9 - 2020
    10 - 9 - 2020
  • New York
    6 - 9 - 2020
    10 - 9 - 2020
  • London
    18 - 10 - 2020
    22 - 10 - 2020
  • Madrid
    18 - 10 - 2020
    22 - 10 - 2020
  • Munich
    18 - 10 - 2020
    22 - 10 - 2020
  • Berlin
    18 - 10 - 2020
    22 - 10 - 2020
  • New York
    18 - 10 - 2020
    22 - 10 - 2020
  • Dubai
    25 - 10 - 2020
    29 - 10 - 2020
  • Paris
    25 - 10 - 2020
    29 - 10 - 2020
  • Hong Kong
    25 - 10 - 2020
    29 - 10 - 2020
  • Istanbul
    4 - 10 - 2020
    8 - 10 - 2020
  • Bali
    4 - 10 - 2020
    8 - 10 - 2020
  • Singapore
    4 - 10 - 2020
    8 - 10 - 2020
  • Washington
    4 - 10 - 2020
    8 - 10 - 2020
  • Kuala Lumpur
    11 - 10 - 2020
    15 - 10 - 2020
  • Rome
    11 - 10 - 2020
    15 - 10 - 2020
  • Barcelona
    11 - 10 - 2020
    15 - 10 - 2020
  • Zurich
    11 - 10 - 2020
    15 - 10 - 2020
  • Istanbul
    15 - 11 - 2020
    19 - 11 - 2020
  • Bali
    15 - 11 - 2020
    19 - 11 - 2020
  • Singapore
    15 - 11 - 2020
    19 - 11 - 2020
  • Washington
    15 - 11 - 2020
    19 - 11 - 2020
  • Dubai
    22 - 11 - 2020
    26 - 11 - 2020
  • Paris
    22 - 11 - 2020
    26 - 11 - 2020
  • Hong Kong
    22 - 11 - 2020
    26 - 11 - 2020
  • Dubai
    1 - 11 - 2020
    5 - 11 - 2020
  • Paris
    1 - 11 - 2020
    5 - 11 - 2020
  • Hong Kong
    1 - 11 - 2020
    5 - 11 - 2020
  • Kuala Lumpur
    8 - 11 - 2020
    12 - 11 - 2020
  • Rome
    8 - 11 - 2020
    12 - 11 - 2020
  • Barcelona
    8 - 11 - 2020
    12 - 11 - 2020
  • Zurich
    8 - 11 - 2020
    12 - 11 - 2020
  • London
    22 - 11 - 2020
    26 - 11 - 2020
  • Madrid
    22 - 11 - 2020
    26 - 11 - 2020
  • Munich
    22 - 11 - 2020
    26 - 11 - 2020
  • Berlin
    22 - 11 - 2020
    26 - 11 - 2020
  • New York
    22 - 11 - 2020
    26 - 11 - 2020
  • London
    20 - 12 - 2020
    24 - 12 - 2020
  • Madrid
    20 - 12 - 2020
    24 - 12 - 2020
  • Munich
    20 - 12 - 2020
    24 - 12 - 2020
  • Berlin
    20 - 12 - 2020
    24 - 12 - 2020
  • New York
    20 - 12 - 2020
    24 - 12 - 2020
  • Dubai
    27 - 12 - 2020
    31 - 12 - 2020
  • Paris
    27 - 12 - 2020
    31 - 12 - 2020
  • Hong Kong
    27 - 12 - 2020
    31 - 12 - 2020
  • Istanbul
    13 - 12 - 2020
    17 - 12 - 2020
  • Bali
    13 - 12 - 2020
    17 - 12 - 2020
  • Singapore
    13 - 12 - 2020
    17 - 12 - 2020
  • Washington
    13 - 12 - 2020
    17 - 12 - 2020
  • Kuala Lumpur
    6 - 12 - 2020
    10 - 12 - 2020
  • Rome
    6 - 12 - 2020
    10 - 12 - 2020
  • Barcelona
    6 - 12 - 2020
    10 - 12 - 2020
  • Zurich
    6 - 12 - 2020
    10 - 12 - 2020

Introduction

Achieving customer service excellence is not accomplished by accident, nor is it attained without effort and teamwork. It requires well–trained customer service professionals who have a passion for providing quality service. Providing customer service excellence gives an organisation a competitive advantage in the marketplace and is the key factor that keeps customers coming back. Delegates will learn best practices of world-class customer service providers to develop a customer-focused mindset for continuous improvement.

In today’s customer-oriented business environment, interpersonal skills are a critical component for promoting customer satisfaction and organisational success. Providing world-class customer service requires a unique combination of effective communication strategies, persuasion techniques, and conflict resolution skills. This highly-interactive customer service training course gives delegates the tools, resources, and confidence they need to enhance customer relationships and promote customer service excellence within their organisation.

objectives

By the end of the course delegates will be able to:

  • Describe the best practices of a world-class customer service provider
  • Develop a customer-focused mindset for continuous improvement
  • Identify key components that promote customer retention and loyalty
  • Measure customer service standards
  • Develop an understanding of internal and external customer expectations
  • Use the phone more effectively and leave professional voicemail messages
  • Communicate more effectively by utilizing active listening and questioning skills
  • Successfully apply the principles of persuasion to key negotiation situations
  • Give and receive feedback in a constructive manner
  • Understand the importance of written and electronic communication
  • Use nonverbal communication to make a positive first impression and build rapport quickly
  • Set SMART goals to increase productivity
  • Understand the importance of customer and organisational confidentiality
  • Utilize stress management techniques to increase job satisfaction
  • Use conflict resolution skills to work with difficult or demanding customers in a professional manner
  • Manage their emotions during stressful situations
    • Appreciate the importance of teamwork and maintaining a positive attitude

Contents

Day One

Principles for Delivering World-Class Customer Service

  • Course overview and learning objectives
  • How do customers define quality customer service?
  • What are the benefits of providing world-class customer service?
  • Breakout session: How to use customer service to increase customer satisfaction and loyalty
  • Benchmarking exercise: Best and worst rated customer service companies
  • Creating a positive first impression: What do your customers see and hear?
  • Creating customer service ‘touch points’ to enhance the “customer experience”
  • The WOW Factor: Going the Extra Mile to exceed customer expectations
  • Case study: The Nordstrom approach to quality customer service

Day Two

Developing Effective Communication and Interpersonal Skills

  • The power of nonverbal communication
  • Practical exercise: The Body Language Quiz
  • How to use body language to build rapport and create a favorable first impression
  • Understanding the four customer temperament styles
  • Practical exercise: Determining your temperament style
  • Developing your active listening skills to enhance communications
  • Practical exercise: Active Listening Evaluation
  • Use questioning techniques to identify a customer’s expectations and service requirements
  • Determining your customer’s “preferred learning style”
  • Keys to effective telephone and voicemail communication

Day Three

Principles of Superior Customer Service and Organisational Procedures

  • Does the 'customer experience' align with your organisation’s vision/mission statement?
  • Identifying internal and external customer expectations
  • The benefits of teamwork and mutual cooperation
  • Teambuilding and leadership exercise
  • Guidelines for customer and organisational confidentiality
  • Dos and don’ts of written and electronic communication
  • Empowering employees to better serve their customers
  • Case study: Scandinavian Airlines customer service programme

Day Four

The Importance of Customer Feedback and Service Recovery

  • Why is it important to encourage customer complaints and feedback?
  • Establishing customer service satisfaction measuring and monitoring standards
  • Best practices for recording and monitoring customer service issues
  • The supervisor‘s role in service recovery
  • The art of giving and receiving constructive feedback
  • Negotiating win-win outcomes
  • Managing emotions during stressful situations
  • Strategies for working with difficult and demanding customers
  • Practical exercise: Service recovery role-play

Day Five

Leading the Way to Customer Satisfaction and Continuous Improvement

  • Your attitude makes a difference
  • Stress management tips for maintaining peak performance
  • The importance of personal development
  • Setting SMART goals for continuous customer service improvement
  • Practical exercise: What is your Action Plan?
  • End of course review

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