Course Info
Code PM2-108
Duration 5 Days
Format Classroom
Course Summary
When it comes to running a successful and thriving business, it’s crucial to know what it means to provide excellent customer service. What are your customer’s needs? How do you build a relationship between you and the customer? Are you able to adapt to your customer’s unique and individual personalities?
Most businesses think it is important to sell the next best, latest, high-end, and innovative product. However, you would be surprised to learn that building a strong rapport between you and the customer is the main building block for trust, familiarity, a sense of safety, and a personal feeling which is essential for the growth of any business, not just what it can sell, but who they can attract.
Once you have established a firm and healthy relationship between you and the customer, this allows businesses to rehash similar products with very few changes or provide brand new products that may catch regular customers’ attention more than those who are uncertain of your business.
Being able to establish a relationship, have it develop, and grow with key components such as good listening skills, great communication, and being able to empathise and understand your customer and their needs are vital to not only assure that they will be returning customers, but that they, themselves are your advertisement, just by their recommendation.
- To demonstrate strong communication skills.
- To come across as approachable and develop a brand voice that suits your customer base.
- To meet customers’ needs and take on board feedback.
- To listen effectively and adopt active listening skills.
- To demonstrate professional behaviour, even in the face of negativity.
- To develop and improve the customer experience using customer journey mapping.
- To provide a personal touch and treat each customer as an individual.
- To be able to be assertive and confident.
- To demonstrate competency and efficiency.
This course is designed for anyone who is interested in developing aspects of their customer service or would like to place more focus on the customer journey. It would be most beneficial for:
- Business Owners
- Area Managers
- General Managers
- HR Professionals
- Operations Managers
- Training Personnel
- Administration Personnel
- Developing Front Line Employees
- Supervisors of Team Leaders
This course uses a variety of adult learning methods to aid understanding and comprehension. It provides a full and in-depth understanding of the perfect customer service attitudes and user journeys and what this means to the customer.
Participants will take part in a combination of group discussions, practical exercises, videos, role-play sessions, case studies, and breakout sessions in order to discover the most effective techniques and tools to create a customer-focused and motivated team who all place the customer at the centre of their working day.
Course Content & Outline
- What does excellent customer service mean to you?
- Learning the difference between being approachable and hostile.
- How going the extra mile matters more than you think.
- How to meet your customers’ needs.
- When to apply certain social skills.
- Knowing how to apply effective listening skills.
- Know how to coach employees.
- Be able to demonstrate professional behaviour.
- Know how to expand and grow based on customer return.
- How to build and maintain relationships with customers.
- How to establish trust between you and customers.
- Know how and when to take accountability.
- Developing soft skills from the bottom up.
- Demonstrate proficiency and consistency with customer standards.
- Be able to relay customer experiences and multiple platforms.
- Know how to take and handle customer feedback and complaints.
- Be able to apply excellent judgment in all situations.
- Know how to provide feedback on how you are improving the business for customers.
- Providing feedback to employees individually.
- How to coach employees to improve on their weak areas.
- Be able to provide further training and support.
- How to provide regular meetings to keep employees on business changes.
- Identifying which employees require further support.
- Implementing changes based on feedback.
- How to act on complaints, so they are less likely to recur.
- Providing incentives that may create a more motivating environment.
- Know how to acknowledge those that go the extra mile.
- Encourage those to work towards more senior roles and create an effective talent management pool.
- Providing a consistent customer-friendly environment.
Featured Courses
Holistique Training draws distinction as one of the pioneers in the field of training and professional development solutions since 2008.