Introduction
in any team setting, the leaders recognize the importance of their front-line staff as they realize interact directly with customers on a daily basis. Front-line employees are essentially the ambassadors of their organizations as they have the opportunity to interact with customers on a face to face basis and help promote and represent the company.

The professional image portrayed by the front-line employees will depend on the quality of their customer service skills. A positive approach from your front-line staff will help develop and secure long-term relationships with your customers. A negative approach, however, will have just the opposite effect! Therefore organizations need superior front-line customer service skills to compete in today's customer oriented environment. Now more than ever, it is crucial to success to understand the customers wants, needs, and expectations as well as apply excellent interpersonal relationship skills to communicate effectively with the customer.

This 2-day intensive workshop will equip your front-line staff with the skills and knowledge to understand what customers want from you and your business, the common customer service mistakes that can drive customers away, the importance of a positive attitude and approach, the importance of the appearance and the smile ! In short, this course will enable your participants to portray your organization professionally when dealing with customers.
Learning Objectives

This 2-day workshop is specially designed to equip your participants with the skills and techniques to:
• Understand the importance and concepts of customer care and service
• Recognize basic behavioral patterns of different customer profiles
• Gain critical skills for serving customers and handling their complaints
• Draw an individual Action Plan for providing superior service to customers.

Learning gains
At the end of the two-day workshop, participants should be able to:
• Apply the CARE concept in the public sector
• Manage Moments of Truth effectively
• Distinguish between customers’ needs, perceptions and expectations
• Anticipate and manage customers’ perceptions and exceed customers’ expectations

Course Outline
Superior Frontline Customer Service Skills as a Competitive Edge
• Definition of Concepts
• Customer Service in a Competitive Environment
• The Service Mix – A Group Exercise
• Cost of Bad Service

A Profile of Different Customers Personalities
• Understanding their Personalities
• Tips for Dealing With Different Personalities
• Role Playing Exercises

Attaining Customers Satisfaction
• Meeting their Needs
• Exceeding their Expectations
• Group Exercise

Professional Behavior with the Customer
• The Power of Assertive Behavior
• Treating the Customer as Royalty
• Do and Don’t of Face to Face Contact With the Customers
• The Service Profit Chain

The Components and Gaps of Service Quality
• Different Standards of Service Offered to the Customers
• Perceived and Actual Service Delivered
• Practical Exercises

Handling Customer Complaints and Coping with Customer Conflicts
• Empathizing With and Active Listening to Customers
• Engaging and Understanding their Problems
• Suggesting Effective Solutions

Effective Communication With the Customers
• Active Listening
• Overcoming Communication Barriers
• Reading Customer Body Language
•Applying Effective Non-Verbal Communication Skills to Different Customer Situations.

Effective Telephone Skills for Better Service
• Understanding Customer Needs
• Voice and Pronunciation
• Conveying a Clear Message
• Asking Questions, Taking Responsibility

Transferring a Call
• Managing more than One Customer at a time
• Taking a Message
• Screening Calls, Problem Calls and the Art of Negotiation
• Managing Customer Perception

Methodology
Lectures, group presentations, case studies, activities and discussions

duration: 14 hours

*program timing can be tailored to meet your requirements

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