9004 – Habits for Exceptional Customer Service: Exceeding the Expectations of Internal CustomersDownload Course Outline
Title: Habits for Exceptional Customer Service: Exceeding the Expectations of Internal Customers Course 9004; 2 days, Instructor-led
Description: The rules of exceptional customer service may have been written with the paying customer in mind, but the principles and precepts of striving to make sure the customer is satisfied can be applied to every business transaction – even those within an organization. Simply stated, the most effective way to succeed in all things business-related is to exceed the expectations of others. Not by establishing low standards that can easily be met; rather, by setting the bar well above the minimum requirements AND still dazzling internal and external clients with the quality and timeliness of what has been requested. Understanding who the customer is and knowing what the customer really needs are the keys to awardwinning service. The Habits for Exceptional Customer Service workshop reviews the critical components of great customer service and explores how to build and leverage key practices that lead to success. Content includes a look at the customer-supplier relationship, an investigation of where customer service tends to fail, and discussion of ways to maximize the return of the internal customer service investment.
At Course Completion:
Audience & Prerequisites: This workshop is for all professionals looking to improve business results at the individual, team, and corporate levels.
Course Outline Details: Module 1: Getting Started Welcome and Introductions Module 2: A Recipe for Disaster Why even the good and determined fail It all starts with attitude Putting yourself in the customer’s shoes Module 3: Developing a Situational Awareness Just who is the customer? 3 questions you can’t afford to not ask Understanding the real need Perception vs. Reality Get it in writing Module 4: Knowing the Difference that makes all the Difference Common barriers to effective customer service The role of communication style How communication skills make or break the deal Refuse to miss an opportunity Module 5: Knowing the Boundaries Rules that can be broken Keeping it level The culture of the organization plays a role Busting barriers Module 6: Monitoring and Measuring Customer Satisfaction A plan for success Honest evaluation & feedback 3 more questions you can’t afford to not ask Module 7: Hands on: Practical Steps to “Awesome” Discovering key requirements Solving for “X” Delivering a “WOW” to the customer The fundamentals of incremental improvement Module 8: Final Thoughts Putting it into practice The Mentor equation Overcoming expectations A Plan for the Future
Brand: Professional Development