Defining service excellence
In order to achieve our service excellence goals we need to clearly define the objectives of the training course and what we hope to achieve. Understanding what customer service is and what customers expect, is the basis for success.
- Training course objectives and attitudes
- Definition of service excellence
- Service = Profit
Service Goal Setting
In Lesson 1 we defined our service and laid down our objectives. Now that we understand what service we need to set our own personal goals and how we aim to achieve them.
- Personal Service Goals and Motivation
- Company Goals vs Personal Goals
- Self Evaluation
Understanding Service Excellence
To provide good quality service we need to be understand what quality service entails and how our service culture will effect deliverables.
- Understanding Quality Service
- Service Culture
- Service process
Factors influencing customer service
There are many factors which contribute to the customers overall service experience. Identifying each of these is an important part of the service process.
- Tangible and Intangible service elements
- Procedural vs Personal factors
- Price, product and promises
Key skills needed for quality customer service
There are certain sets of skills that have to be developed in order to provide the customer with the best possible service. Most of this section deals with the knowledge you need to have to provide excellent service.
- Know your organisation
- Know your customer
The way in which we communicate with our customers forms the basis of how the customers perceive our service. Learning how to properly use the different forms of communication and communication styles.
- Verbal Skills
- Body Language
- Non- Verbal Communication
Customer wants and needs
All customers have certain wants and needs they expect us to provide when dealing with them. We need to be able to identify what these needs are in order to execute them correctly.
- Customer needs defined
- Specific Needs for good service
- Customer needs analysis
Handling customer challenges
When a customer has a complaint or problem we need to identify the necessary steps to be taken to ensure that we solve the problem effectively.
- Listen, Acknowledge and suggest Alternatives
- Handling Difficult Customers
- Execution and Follow Up
Guidelines for dealing with customers
There are five key words which we can remember as guidelines when dealing with customers.
- Being responsive
- Being Respectful and Reliable
- Relationships and Recognition
Management and Service Leaders
This section covers important points that business owners and service leaders should pay attention to.
- Why provide good service?
- What happens to our customers?
- Service Leaders and Motivation
Etienne Schlecter has over 25 years of experience as an entrepreneur specialising in the marketing and launch of products across a wide range of categories. Etienne has also devised training programmes and lectures in various fields. Etienne is an experienced Director with a demonstrated history of working in the marketing and advertising industry. Skilled in Entrepreneurship, Event Management, Mobile Applications, Team Building, and Public Speaking. Strong professional graduated from Stellenberg High School.