course | Advanced Customer Service Excellence

Enhancing Your Customer Service Communication Skills   
 

• Active Listening and Questioning Skills to Identify a Customer’s Expectations
• Body Language: How to Read Your Customer like a Book
• Working with Aggressive, Expressive, Passive, and Analytical Customers
• Telephone Tips to Promote a Professional Image
• The Do’s and Don’ts of Written Communication
   

Building the Foundation for Achieving Customer Service Excellence
 

• The 7 Customer Service Expectations
• Measuring Internal and External Customer Service Satisfaction
• How to Use Customer Service to Increase Sales?
• “Going the Extra Mile” to Promote Customer Service Excellence
• Using social media to enhance Customer Service
• Protecting your Organization’s Online Reputation

Service Recovery: Handling Complaints and Upset Customers 
 

• The Importance of Customer Complaints and Why They Should Be Encouraged
• Empower Employees to Get the Job Done
• Steps to Follow for Customer Service Recovery
• Strategies to Help Calm Upset Customers
• Managing Emotions during Stressful Situations

Principles of Persuasion and Professional Negotiation Strategies   
 

• Cialdini’s Six Principles of Persuasion
• The Art of Giving and Receiving Constructive Feedback
• Strategies for Negotiating Mutually Beneficial Outcomes
• Words and Tones to Avoid
• Price Value Formula
• Negotiating across Cultures

Focusing on Customer Service Excellence and Continuous Improvement

• What is your Action Plan?
• Customer Service takes Teamwork
• Maintaining a Positive Mental Attitude
• Setting SMART Goals for Continuous Improvement
• Stress Management Tips to Increase Productivity

Progressing To Leadership
 

• Lead from Within Your Team
• Address Escalated Customer Issues
• Analyze Customer Service Metrics