Customer Service - Open ears?

Listen, Respect, Empathize

Customer Service and success continues to be the big elephant in the room for many organizations. Majority of customers consistently complain of mediocre services. Despite this information organizations still do not take customer service seriously enough. Data reveals that customers are increasingly getting tired of poor services. Times are changing and those organizations that do not recognize the wind of change will be pushed out of business by those who are ready to step up and stand out. So, the decision is yours!

Course Outline

  • 1

    Intro: Customer Service

  • 2

    Basic Definitions

    • 2.1. Video: What is customer service?

    • 2.2. Video: Customer care - where does it begin?

    • 2.3. Video: Customer experience

    • 2.4. Worksheet: Difference between customer service and customer experience

    • 2.5. Solution: Difference between customer service and customer experience

    • 2.6. Quiz: Basic definitions
  • 3

    Managing Service Quality

    • 3.1. Video: The Internal customer

    • 3.2. Worksheet: The Internal customer

    • 3.3. Worksheet: 8 Best practices for internal customer service

    • 3.4. Intro Video: Best Practices - Internal customer service

    • 3.5. Video: Best practice 1

    • 3.6. Video: Best practice 2

    • 3.7. Video: Best practice 3

    • 3.8. Video: Best practice 4

    • 3.9. Video: Best practice 5

    • 3.10. Video: Best practice 6

    • 3.11. Video: Best practice 7

    • 3.12. Video: Best practice 8

    • 3.13. Summary: Managing service quality
  • 4

    How Do You Provide Excellent Customer Service?

    • 4.1. Worksheet: Why is great service so hard to find?

    • 4.2. Video: Why is great service hard to find?

    • 4.3. Summary: Why great service is hard to find?

    • 4.4. Worksheet: Jewels and great customer service

    • 4.5. Video: Service is like a ...................

    • 4.6. Trivia: 10 jewels for excellent customer service

    • 4.7. Trivia Solution: 10 jewels for excellent customer service

    • 4.8. 10 jewels for excellent customer service

    • 4.9. Video: Inspiring story on excellent customer service - Lady on bended knee

    • 4.10. Inspiring story on excellent customer service - Public service

    • 4.11. Inspiring stories on excellent customer service across the globe
  • 5

    Service Recovery Paradox

    • 5.1. PPT: What is a paradox?

    • 5.2. Case study: Lucy and Johnson

    • 5.3. Case study solution: Lucy and Johnson

    • 5.4. Worksheet: Moment of truth

    • 5.5. Intro Video: Moment of truth

    • 5.6. Video: Principle 1

    • 5.7. Video: Principle 2

    • 5.8. Video: Principle 3

    • 5.9. Worksheet: When doesn't service recovery paradox work?

    • 5.10. Solution: When doesn't service recovery paradox always work?

    • 5.11. Video: Summary - Serenity in service recovery

  • 6

    Customer Service Tips During COVID 19

    • 6.1. Worksheet: Customer service tips during COVID 19

    • 6.2. Solution: Customer service tips during COVID 19
  • 7

    Conclusion

    • 7.1. Art of making people feel welcome

    • 7.2. Your welcome card!

    • 7.3. Action Planning with your 5 senses

    • 7.4. Survey: Feedback - Customer Service

Pricing

Corporate

Trainer

Soft Skills Trainer, Coach, Mentor, Encourager

Catherine Shimechero

Catherine has the flair of bringing out the best in people by gently and powerfully encouraging them to have a quest for excellence. This prompts one to examine their current situation and plan a move out of their comfort zone. People are inspired to want more for themselves which results in creating a difference in their lives. The only thing she requires you to carry along to the course is a smile and a positive attitude.