Customer Service - Excellence in Service: Advanced

2 day Instructor-Led Course (16 hours)
 

Course Overview
Service to our customers and to our fellow employees is increasingly important in the business world today. In this manual you will learn more advanced topics including, discussing the basics of service standards, monitoring service standards, and understanding how management standards support exceptional customer service. The open, modular-style manual is designed for quick scanning in the classroom, and is filled with interactive exercises that will allow participants to explore the intricacies of service.
 

Who Should Attend
Students interested in advanced service skills.
 

Prerequisites
Excellence in Service: Basic or equivalent.
 

Objectives
Discuss the basics of service standards, monitor service standards, and understand how management standards support exceptional customer service.
Build customer service teams, select right employees through effective screening and interviews, provide training and empowerment, and motivate employees to maintain desirable behaviors.
Understand their customers and how they measure service, develop loyalty in customers, understand how employee loyalty affects service, and create memorable service.

Course Outline:

Unit 1 : Service standards

Topic A: Fundamentals of service standards

A-1: Understanding service standards

A-2: Creating effective standards

A-3: Establishing standards

A-4: Implementing standards

Topic B: Monitoring service standards

B-1: Assessing the effectiveness of standards

B-2: Obtaining customer feedback

B-3: Correcting service problems

Topic C: Management and service standards

C-1: Building and monitoring the service team

C-2: Creating an action plan

C-3: Establishing managerial standards

C-4: Identifying and overcoming service barriers
 

Unit 2 : Service teams

Topic A: Teams as a service solution

A-1: Understanding customer service teams

A-2: Maintaining a customer service team

Topic B: Employee selection

B-1: Choosing the right employees

B-2: Conducting an interview

Topic C: Team training and empowerment

C-1: Implementing proper training

C-2: Empowering employees

Topic D: Motivation

D-1: Understanding the importance of motivation

D-2: Reinforcing desirable behavior

Unit 3 : Customer loyalty

Topic A: Understanding your customers

A-1: Knowing your customers

A-2: Understanding customer criteria

A-3: Uncovering customers’ needs

Topic B: Customer loyalty development

B-1: Understanding customer loyalty

B-2: Building loyal customers

B-3: Encouraging customer loyalty

Topic C: Employee loyalty’s influence

C-1: Developing employee loyalty

C-2: Helping employees to perform

Topic D: Memorable service

D-1: Creating memorable service

D-2: Solving customer problems