TMY-SS30: Excellent Customer Service and Interpersonal Skills

Module 1: Greet Customers In Person And Over The Telephone

• Customer Service Survey Results
•  First Impression
•  Tips
•  Pleasant Personality
•  Thanking Customers

Module 2: Proper Telephone Etiquette

• Answering the Telephone
  o Answer calls promptly
  o Speak clearly and distinctly in a pleasant tone of voice
  o Be enthusiastic when you answer
  o Remember to smile as you pick up the receiver.
  o Greetings
  o Use hold button when placing customer on hold
  o When transferring call, ensure that you explain to your customers that you are doing so
  o Be courteous at all times
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• Closing the conversation

Module 3: Value Your Customer – Creating Customer Service Orientation

• Your Customer, Your Greatest Asset
  o Introduction
  o What can they do?
  o How does customer defines good customer service
•  Creating the Right Attitude by Altering Limiting Beliefs
•  Focus on Customer’s Expectation
•  Providing Personal Attention
•  Appreciation & Guest Satisfaction
•  Phrases that Customers Like to Hear

Module 4: Ask How to Help Customers

• Identify Customer Needs
  o Need 1: Fast Service
  o Need 2: Courteous Service
  o Need 3: Consistent Service
  o Need 4: Someone Who Will Listen
  o Need 5: A knowledgeable Rep
  o Need 6: Expert Advice
  o Need 7: Smooth Transactions
  o Need 8: Specific Commitment
• Questioning Skills
  o Open Questions
  o Closed Questions
  o Funnel Questions
  o Probing Questions
  o Leading Questions
  o Rhetorical Questions
• Using the questioning techniques
• Keeping it friendly
• Basic Questions
• Improved Basic Questions

Module 5: Listening to Customers

• Listening & Questioning
•  Things to do to Improve Your Listening
  o Do
  o Don’t
•  Essential Communication Skills
  o Active Listening

Module 6: Helping Customers

• Product Focused or Customer – Needs Focused
• How to help customer?
  o Empathy
  o Advise – don’t patronize
•  Give customers Extra Value
  o Providing Personal Attention
  o Appreciation and Guest Satisfaction

Module 7: Inviting Customers Back – Monitoring Customer’s Feeling

• Relationship matters
•  Making best last impression
  o Little things matter most in customer service
  o Treat your customers as human beings
  o Never Fear for going the extra mile in customer service
•  Making Customers want to return
  o Remember to just serve the customer
•  Building relationship with total customer service
  o Service is an ongoing Activity
  o What Customers expect when things go wrong
  o Behaviors that turn off customers

Module 8: Creating a System of Customer Satisfaction

• The Process of Providing Good Service
•  Building Excellent Customer Service Skills in your Life
•  Basic Service vs Excellent Service
•  Customer Service vs Service Excellence
•  How to be Good in Providing Excellent Customer Service Skills
  o 7 Excellent Customer Service Commandments
  o Some Factors that might affect the provision of excellent customer service

Module 9: Understanding Customer’s Personality

• 4 types of Customers
•  Social Styles Self Profile
  o Analytical
  o Amiable
  o Expressive
  o Driver
•  Your Job as a Customer Service rep
•  Dealing with difficult situations
•  Know Thyself
•  Types of Difficult Customers
  o The Angry / Rude / Abusive Customer
  o The Talkative Customer (chatter box)
  o The Illiterate / Slow Customer
  o The Aggrieved / Stressed Customer
  o The Special Case Customer
•  Commendable Closing Techniques
•  Common Mistakes
•  What is Emotion

Module 10: How to Communicate Effectively

• Spoken Communication
• Saying or Writing it positively
• Suggesting Skills
• Effective communication
• Extending Common Courtesy
• Understanding the Cause Of Communication Problems
  o Prejudice / Selective Perception
  o Lack of Understanding (Interpersonal & Intercultural Communication Skills)
  o Mood And Emotion
  o Environment
  o Poor command of language

Module 11: Effective Presentation Skills in Customer Service

• Action Guides to effective communication
• How to convince customers
  o Know the difference between a benefit and a feature
  o Use vivid but plain language
  o Avoid biz-blab and jargon
  o Keep the list of benefits short
  o Emphasize of what’s unique to you or your firm
  o Make your benefits concrete
• How to agree on the best course of action

Module 12: Matching & Mirroring Skills

• How to build trust
  o What is trust?
  o Trust is an investment
  o Eliminate Customer sacrifices
  o Competence and credibility
• Customers are honest when Trust is present
• How to build trust
• How to make customers Like you
  o Service Quality strategy
• Factors influencing service quality and customer satisfaction
  o Responsiveness
  o Attentiveness / helpfulness
  o Care
  o Friendlines
• The importance of courtesy, Helpfulness and friendliness
• The cost of poor customer service
• After sales service
• Follow up with good customer service
• Build customer loyalty