Education Abroad Consultancy

Customer Service Excellence

This is a one day program for all employees, best experienced in two half-day sessions, with one or two weeks for practice in between.

Module 1

Introduction

• The Human Side and Barry Davis
• Modules and Objectives
• Highlights and Actions

Module 2

Laying The Foundation

• Your Service Experiences Levels of Service Delivery Customer Service
• Are we on Target?
• Creating Value
• Service Balances

Module 3

Your Mindsets And Attributes

• Primary Attributes of Service Professionals (in any role)
• Building Trust and Rapport
• Staying on the Bridge
• Your View of Your Customer
• Your Choice—Reactive or Proactive?
• Your Role in Your Company

Module 4

Your Customer's Mindsets and Attributes

• The Value Equation
• Your Customer’s Expectations
• Moments of Truth
• Your Customer’s Journey

Module 5

The Customer Relationship

• Building Trust and Rapport
•100% Accountability
•The Red/Black Game
•Trust Accounts
•Trust Builders
• The Human Drama Triangle
• Calm and Refresh
• Choice Map
• Value Through Communication
• The Power of Questions
• The Dynamics of Empathy
• Relating Through Styles
• Language Counts

Module 6

Challenging Customer Situations

• Strategies for Challenges
• The Recovery Process
• Customer Service

After completing Module 2

You will be able to:

• Delineate a clear line of sight to your customers
• Describe two balances critical to service excellence

After completing Module 3

You will be able to:

• Explain the three primary components that create trust and rapport with your customers
• Describe how you can maintain a professional mindset when serving your customers
• Express the importance of your role in creating excellent customer service

After completing Module 4

You will be able to:

• Know the components of the customer value equation
• Map the excellent and average potential outcomes in a customer experience

After your application between Session 1 and 2

You will be able to:

• Report on specific example of where you used the content of Session 1 to enhance your service to customers
After completing Module 5, you will be able to:
• Describe factors that ensure a win/win culture • List five elements that contribute to building trust • Differentiate communication skills that invest in quality solutions and skills that value customers • Articulate the value of and path to empathizing with your customer • Build strategies to adapt to various behavioural styles • Give examples of effective and ineffective language to use with your customers

After completing Module 6

You will be able to:

• Apply strategies for dealing with challenging customer situations
• List the five steps of the recovery process
• Complete an action plan to apply your learning from Sessions 1 and 2

Specializing in Customer Service Development

Specializing in Customer Service Development The Human Side works with leaders to deliver customer service excellence.
We train, coach and support you to turn customer service strategy into exceptional customer experiences.
Our depth in expertise and programming allows us to create lasting value for our clients across Canada and beyond.
Businesses need their customer service challenges responded to with customer service training solutions that stick.
The Human Side is truly committed to our motto – For the love of service