Sustaining Excellent Customer Service


Overview/Description
Target Audience
Expected Duration
Lesson Objectives
Course Number


Overview/Description
How do you separate the "novice" companies from the service-oriented giants? You look at their overall service records. It's sustaining quality customer service that counts these days. The ability to sustain comes from within first. Staff members who are given feedback, guidance, recognition, compensation, and praise for their customer service efforts really shine. Then these staff members affect everyone around them, including the external customers. This course teaches you to promote excellent customer service behaviour by reinforcing and rewarding staff members for their efforts. It also provides tools for you to address extreme service-recovery situations. The practical know-how that you'll gain from this course will encourage you to take your organisation to 'customer-service giant' status.

Target Audience
Front-line staff, managers, supervisors and customer service representatives

Expected Duration (hours)
3.5

Lesson Objectives

Reinforcing Excellent Customer Service Behaviour

  • recognise the benefits of reinforcing excellent customer service behaviour.
  • apply the rules for reinforcing excellent customer service behaviour in a given scenario.
  • predict the effect on customer service behaviour when reinforcement is provided in a given scenario.
  • use the positive reinforcement process appropriately to motivate customer service staff in a given scenario.

    • Rewarding Excellent Customer Service Behaviour

  • recognise the reasons for rewarding excellent customer service actions.
  • identify the guidelines for providing customer service staff members with effective feedback.
  • apply motivational techniques to effectively motivate customer service staff members in a given scenario.
  • match techniques for compensating staff members for excellent customer service with corresponding examples.

    • Addressing Extreme Service-recovery Situations

  • recognise benefits of creating an effective service-recovery system.
  • use steps for successfully recovering a difficult customer within a role play.
  • identify factors to consider when making a decision to fire or retain a customer.
  • apply the components of a crisis-recovery plan in a given scenario.

    • Course Number:
    CUST8126