Every front-line employee needs a solid grounding in ‘customer service’ skills. As can be expected on this five-day course, the subjects covered tackle most of what is needed by anyone interacting directly with internal or external customers. In addition, this course offers participants, upon their acceptance, the opportunity to prove they learned the concepts of the course by passing a test that will earn them the coveted ‘Ciel Consulting Professional Certification’ (MPC) certificate in addition to the regular certificate of attendance.

Course Methodology

This course uses a mix of interactive techniques, such as brief presentations by the consultant followed by questions, oral and written, case studies, role plays, exercises, video clips and more.

Course Objectives

By the end of the course, participants will be able to:

• Define customer service and break it down to its most basic dimensions.
• Explain the critical link between 'attitude' and 'technique' to consistently deliver an excellent level of service.
• Use a variety of tools such as 'gap analysis' and 'RATER' to provide a level of service that is second to none.
• Analyze basic behavioral patterns of different customer personalities and the best way to deal with them.
• Discuss and practice the techniques of effective communication skills with customers.

Target Audience

Managers, supervisors, and customer service staff as well as staff in departments who deal directly with external customers, or whose job is to support other entities or employees inside the organization.

Target Competencies

• Communication skills with customers
• Customer orientation
• Emotional control
• Empathic outlook
• Flexibility
• People reading
• Self confidence

Location and Date

Ciel Consulting reserves the right to alter dates, content, venue, and trainer.

Course Outline

Customer service

• Introduction to customer service
• Definition of customer service
• Service dimensions
• Addressing customer needs

 Attaining customer satisfaction through quality measures

• Customer service excellence

Components of quality service:

• Service quality
• Service quality gaps
• The 'RATER' model
• What customers pay attention to.
• Dimensions of the 'RATER' model
• Flying over customer expectations Establishing service quality performance standards
• The customer complaint system
• Definition of ‘complaint’
• Types of complainants
• Sources of complaints
• Why most customers won’t complain.
• Types of complaints
• Handling complaints: the 'PEPSI' model
• Inspiring staff
• Principles of inspiring people ('AEPA' philosophy)
• Arousing interest
• Engaging them
• Practicing new skills
• Applying to real world
• Customers loyalty
• Principles of success
• Who is a loyal customer?
• Strategies to keep customers loyal Reasons why companies lose customers.
• Keys to delivering exceptional service.

A profile of different customer personalities

• Difficult people and difficult behavior
• Characteristics of difficult people
• Suggested responses
• Six personalities that lead to conflict and how to deal with them.

Effective communication with customers

• Definition of communication
• Communication goals
• Communication as a critical success factor
• Communication with customers
• Reading the body language of customers
• Characteristics of a good listener
• Behaviors that block listening
• How to be an active listener