Customer Service {Available 2009}
The "Reaching a New Level of Customer Service" training provides the knowledge necessary for achieving high customer performance levels. This program translates information into skills that lead to appropriate actions.
customer service
The primary goal is for participants to adjust their business practices to align with customer needs, wants, and expectations. In the program, participants will learn how to impress prospects and customers by exceeding their expectations.
   
Communication is vital in the customer service process. To be effective, everyone must work together to coordinate and implement exceptional customer communication. This is especially important because customers and business demands employ various communication channels. This session teaches everyone who interacts with customers how to become more comfortable handling service complaints, disruptions, and difficult customer situations.
 
Indaba LogoGoal:
To help you and your team reach a new level of customer service. Develop ways to create positive, lasting impressions with every customer contact.
 
Indaba LogoParticipants will be able to: 
  • Identify shared vision for new levels of customer service.
  • Communicate effectively with customers through improved listening and questioning skills.
  • Create a plan for continual self-evaluation of customer service skills and behaviors.
  • Develop the characteristics necessary for making positive impressions and creating lasting customer service relationships.
  • Define the differences between ordinary and extraordinary customer service.
  • Analyze Present vs. Desired State of current customer service practices.
  • Define your desired state for customer focus and customer service.
  • Analyze your present state of customer focus and service.
  • Compare the customer's expectations to your current level of customer service. Then formulate an action plan with metrics and benchmarks that lead you toward your customer service goals.
  • Gain knowledge of the Customer Service Performance Rating Chart and understand the challenges of achieving an exceptional rating.
  • Understand Perceptual Prisms and how to evaluate customer perceptions and compare it to reality.
  • Review customer service studies, including actual statistics of customer motivation and loyalty to determine customer criteria.
  • Identify the barriers and "speed bumps" that prevent exceptional customer service.
  • Evaluate opportunities and alternatives to reducing and eliminating (real or perceived) barriers to stellar customer service.
  • Explore the customer-supplier chain, as it relates to organizational quality and the value stream.
  • Learn customer modes of behavior.
  • Identify customer hot buttons (customer behaviors that solicit negative responses) and learn how to prevent conditioned and automatic reactions.
  • Learn how to use neutrality with customers and remain calm and informative while providing customer service.
  • Identify roadblocks to effective listening.
  • Understand the effect of negative stress on customer relationships and learn how to stay in an optimum personal stress range.
 
Indaba LogoTestimonials
"I never really understood how to handle those difficult customer situations, until Indaba showed me how! This course gave me a better understanding and appreciation of other viewpoints and perceptions."
 
"Indaba taught customer service skills in an interactive, hands on, and entertaining fashion. The facilitators knew their materials and brought their own practical experience into immediate course application."
 
"Reaching New Levels of Customer Service gave me a different approach and outlook to my current practices. I have been working with customers for over 10 years and this course gave me freshness and alternatives to providing exceptional service to every customer every time."
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