PDL Deliver Amazing Customer Service

What is excellent customer service and how can it be delivered?

• Explain what good and bad customer service looks like
• Delegates and trainer to provide examples from their own and other organisations of good and bad customer service
• Describe triggers for customer dissatisfaction
• From the examples provided a list is produced of the triggers for customer dissatisfaction
• Explain the core components of good customer service and behaviours associated with these
• From the examples provided, a list of the core components of excellent customer service is drawn up
• Explain how organisations can ensure excellent customer service through establishing the right culture and appropriate service provision
• A list of organisational behaviours that enable and facilitate good customer service is produced
• Explain how individuals can ensure excellent customer service 
• A list of individual behaviours that enable and facilitate excellent customer service is produced
• Delegates observe and reflect upon skills, qualities and techniques and for providing amazing customer services

Communicating effectively with customers 

• Explain the importance of listening empathetically
• Delegates first understand and then practise the art of listening empathetically
• Explain how to build rapport during a conversation
• A list of techniques and behaviours that build trusting and productive relationships with customers is produced
• Delegates learn about the four primary personality types and how to interact with each of them effectively, as well as understanding how their own type might impact on others   
• Explain assertiveness and techniques for assertiveness  
• Assertiveness is defined and techniques for remaining assertive during customer conversations are explained
• Dealing with difficult people and difficult conversations
• The triggers for the fight or flight mechanism are identified
• Delegates observe and reflect upon techniques and behaviours for dealing with customers in difficult situations
• Reflect on your own experiences of conflict and step into the other party’s shoes