Introduction
Service breakdowns will always occur, no matter how well you do your job. this is why teambuilding and customer service work hand in hand to improve an organisation's service level. The good news is that service breakdowns are a fantastic opportunity to build customer loyalty and propel the company forward! This is true as long as you know how to manage upset customers and how to get first-hand customer information and use it for improvements in products and services. Customer service also takes team work to ensure customers are consistently given a high level of service.

teambuilding elements can also be incorporated into this program.

learning gains
This seminar enables service interface staff and service supervisors to better manage themselves and upset customers, take control of the situation by being assertive as opposed to being passive / aggressive and learn from mistakes and breakdowns.
At this seminar, you will learn:
• the hierarchy of customers' expectations and manage the impact of customers' expectations have on the perceived level of service
• the benefits of superior service to the service providers themselves
• to constructively manage upset customers and turn disagreements and challenges to your advantage
• to avoid recurrence of service breakdowns and enhance job enjoyment by getting first-hand customer information and using it for improvements in your products and services
• to apply customer-focused language
• the practical and effective techniques to take control of and shift emotional states
• to avoid aggressiveness while being assertive

course Outline

Day 1 – Managing Upset Customers Constructively
• Introduction, The Lights Up and The Boomerang Theories
• Verbal and Non-verbal Communication for Superior Service
• Understanding the Concept of Service
• Superior Service Face-to-face – Video Role Play and Review
• Managing Upset Customers Constructively
• Turning Difficult Situations Around – Role Play

Day 2 – Learning from Service Breakdowns
• Recovering From Service Breakdowns
• Learning from Service Breakdowns – The 'HOW'
• Group Simulation and Checklist
• Learning from Service Breakdowns – Role Play
• Creating A Personal Development Plan

Methodology
Courses are highly interactive in nature and use a variety of activities, games, role-plays, scenarios, case studies, dvd scenes discussion and reflection to maximize the transfer of learning.

Who Must Attend
Managers and individuals who manage and / or solve customer-related problems. Any professional or executive who wish to excel in customer relationship management

duration: 14 hours

*program timing can be tailored to meet your requirements

featured articles:

the hawthorne experiments and employee motivation
what has teamwork got to do with customer service?
understanding DISC - how does it help me?
team brainstorming method