Customer Service Excellence –Wow Your Clients Every Time in Spokane Valley

Customer Service Excellence
Certificate: Course Completion Certificate

Duration: 1 Day

Course Delivery: Classroom / Virtual

Language: English

Credits: 8

Course Overview

Exceptional customer service is the key to building lasting relationships and ensuring business success. This Customer Service Mastery course equips professionals with the skills and strategies needed to provide outstanding service, handle challenging situations, and exceed customer expectations. Participants will gain insights into customer psychology, effective communication, and best practices in various service channels, including in-person, phone, and electronic interactions.

This course is designed to empower participants with the confidence and tools to turn every customer interaction into a positive experience, fostering loyalty and business growth.

What You’ll Learn

By the end of this course, you will be able to:
✅ Understand customer expectations and deliver exceptional service
✅ Develop a positive and professional attitude in all interactions
✅ Enhance communication skills for in-person, phone, and digital interactions
✅ Effectively resolve complaints and manage difficult customers
✅ Use body language, tone, and digital etiquette to improve service quality
✅ Learn strategies to generate repeat business and build customer loyalty
✅ Master de-escalation techniques for handling conflicts professionally
✅ Recognize when and how to escalate issues appropriately

Course Modules

Module One: Getting Started

• Icebreaker activities to set the tone for an interactive learning experience
• Housekeeping items and course expectations
• Introduction to the "Parking Lot" concept for addressing participant queries
• Workshop objectives and learning goals

Module Two: Who We Are and What We Do

• Identifying internal and external customers
• Defining customer service and its importance
• Understanding the role of customer service providers

Module Three: Establishing Your Attitude

• How personal appearance impacts customer perception
• The power of a smile and maintaining a positive demeanor
• Techniques to stay energized and motivated throughout the day

Module Four: Identifying and Addressing Customer Needs

• Recognizing and understanding customer problems
• Thinking outside the box for creative solutions
• Meeting basic customer needs effectively
• Going beyond expectations to create memorable experiences

Module Five: Generating Return Business

• Effective follow-up strategies to ensure customer satisfaction
• Addressing and resolving complaints professionally
• Transforming difficult customers into loyal advocates

Module Six: In-Person Customer Service

• Handling customer requests at the workplace
• The advantages and challenges of face-to-face communication
• Using body language to enhance customer interactions

Module Seven: Giving Customer Service Over the Phone

• Key differences between in-person and phone interactions
• Mastering telephone etiquette for professional communication
• Practical tips and tricks for effective phone conversations

Module Eight: Providing Electronic Customer Service

• The pros and cons of digital communication (emails, chat, etc.)
• Understanding and applying "Netiquette" (digital etiquette)
• Tips for clear and professional electronic communication
• Real-life examples of email and chat interactions

Module Nine: Recovering Difficult Customers

• Techniques for de-escalating angry customers
• Establishing common ground to build rapport
• Setting boundaries while maintaining professionalism
• Managing personal emotions during high-stress interactions

Module Ten: Understanding When to Escalate

• Recognizing situations that require escalation
• Handling vulgarity, insults, and aggressive behavior
• Addressing legal and physical threats appropriately

Module Eleven: Ten Things You Can Do to WOW Every Time

• A checklist of 10 actionable tips to deliver outstanding customer service

Module Twelve: Wrapping Up

• Key takeaways and insights from the course
• Final review of the Parking Lot questions
• Reflection on lessons learned
• Completion of action plans and course evaluations

Who Should Attend?

This course is ideal for:
✔️ Customer service representatives and frontline employees
✔️ Sales professionals and account managers
✔️ Business owners looking to enhance customer retention
✔️ Hospitality, retail, and call center staff
✔️ Anyone aiming to improve their communication and service skills

Why Enroll?

🎯 Enhance Your Professionalism – Learn the secrets of customer service excellence
🎯 Improve Customer Satisfaction – Gain strategies to handle all types of customers
🎯 Boost Career Opportunities – Strong customer service skills make you an invaluable asset
🎯 Increase Business Success – Happy customers lead to repeat business and referrals
🎯 Practical & Interactive Learning – Engage in real-world scenarios and role-playing exercises

This Customer Service Mastery course by Kogniora Global will transform your approach to customer interactions and set you up for success in any customer-facing role.

🚀 Take the first step toward customer service excellence today! 🚀

Info: The day will begin with a warm welcome, setting the stage for an interactive and engaging training session. Participants will be introduced to the course objectives and structure, ensuring a clear understanding of what to expect. The “Parking Lot” concept will be explained, allowing attendees to jot down any questions or concerns to be addressed later in the session.

Info: In this session, participants will explore the critical role customer service plays in business success. They will gain a clear distinction between internal and external customers and understand how each contributes to a company’s growth. Additionally, they will identify their role as customer service providers and how their interactions shape the overall customer experience.

Info: Attendees will learn how their personal appearance and demeanor impact customer perception. The importance of maintaining a positive attitude will be emphasized, including how a simple smile can transform customer interactions. Practical techniques to stay energized and motivated throughout the day will also be shared to ensure consistent and exceptional service delivery.

Info: This session will focus on developing the ability to understand customer problems effectively. Participants will learn to actively listen, think creatively to solve issues, and go beyond basic service expectations to deliver outstanding customer experiences. They will be encouraged to anticipate needs and take proactive measures to ensure customer satisfaction.

Info: Participants will discover the power of follow-ups in strengthening customer relationships and driving business growth. They will learn proven strategies to resolve complaints efficiently and turn dissatisfied customers into loyal brand advocates. By practicing real-world scenarios, attendees will develop the confidence to handle difficult customer situations with professionalism and empathy.

Info: During this session, participants will enhance their ability to manage face-to-face customer interactions effectively. They will explore both the benefits and challenges of in-person service and learn how body language, eye contact, and gestures contribute to building strong customer relationships. Real-world examples will demonstrate how non-verbal communication influences customer perception.

Info: Since phone interactions lack visual cues, participants will develop skills to use tone, clarity, and professionalism to create a positive customer experience. This session will cover essential telephone etiquette, including how to greet customers, manage conversations effectively, and close calls with a lasting positive impression. Practical exercises will help refine phone communication skills.

Info: In today’s digital world, customer interactions often take place via email, chat, or social media. This session will guide participants in crafting clear, concise, and professional electronic communications. They will learn the importance of "Netiquette" and how to maintain a friendly yet professional tone in written communication. Through real-world examples, they will see how effective digital service can enhance customer satisfaction.

Info: Handling difficult customers is a crucial skill in customer service. This session will equip participants with techniques to de-escalate conflicts and calm frustrated customers. They will practice strategies for establishing common ground and setting professional boundaries while maintaining a high level of service. Emotional intelligence techniques will be explored to help manage personal stress in challenging situations.

Info: Participants will learn to identify situations where escalation is necessary, such as handling abusive or threatening behavior. They will be trained on the appropriate steps to take when dealing with vulgarity, insults, or potential legal threats while maintaining professionalism. Role-playing exercises will help them apply these skills in a safe learning environment.

Info: To wrap up the skill-building portion of the training, participants will receive ten practical strategies to exceed customer expectations consistently. They will reflect on their own customer service approach and develop a personalized action plan to implement these techniques in their workplace.

Info: The day will conclude with a recap of key lessons and an open discussion to address any remaining questions from the Parking Lot. Participants will reflect on their learning experience, share takeaways, and complete evaluations to reinforce their commitment to delivering excellent customer service in their roles.

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Host or Publisher KOGNIORA GLOBAL