Customer Service Excellence

Learn how the customer’s experience can be included in the organization’s customer service delivery.

• Explain the value that customer service provides in retaining customers and improving the customer experience
• Describe customer experience and how organization brand influences customer experience and service
• Identify when and where customer engagement occurs within the organization and how it relates to what the customers experience

Taking the customer’s point of view is essential in understanding what the customer needs. 

• Define the expectations and basic needs of customers
• Summarize what it means to be customer-centric and how that makes customers feel valued and important
• Discuss the benefits of adopting the customer’s point of view and client advocacy

Discover how to create a culture of pride, authenticity and dedication that shows in everything an organization does.

• Discuss how clearly defined values, mission and accountability contribute to a culture of customer service excellence
• Identify the characteristics of an organizational customer service culture
• Explain how to create a long-term plan for sustaining the organizational commitment to a customer service culture

While customer service jobs can differ by industry, function and focus, the guiding principles are the same across all customer experiences.

• Define the various soft skills needed to project a professional image in all customer experience interactions
• Explain how creative problem solving can increase customer satisfaction and leave an excellent first impression
• Discuss how having thorough knowledge in the ways your products and services benefit your customers has a direct correlation to the customer experience

Customer service is predicated on powerful communication skills such as listening, asking questions and building trust. 

• Explain how proper listening techniques allow for reading situations and customers to provide service that exceeds the customer’s expectations
• Identify the different questioning methods and techniques to use, depending on the type of customer interaction
• Discuss how word choice can build trust, inspire confidence and set the tone for a quality customer experience

Customer service professionals must be able to reframe a potentially negative experience and find a way to make it valuable, promising and beneficial. 

• Explain how to effectively recognize and handle difficult customer reactions in order to avoid a poor customer service experience
• Discuss how to successfully handle the different customer complaint types by exhibiting a solution-oriented approach
• Identify techniques for managing anger and stress in the workplace to avoid burnout