GSEE100 | Excellence in Customer Service | Training Course | Soft Skills. Skip to main Content

Excellence in Customer Service

  • Course Code GSEE100
  • Duration 2 days

Additional Payment Options

  • GTC 18 inc. VAT

    GTC, Global Knowledge Training Credit, please contact Global Knowledge for more details

Public Classroom Price

eur1.195,00

excl. VAT

Request Group Training Add to Cart

Course Delivery

This course is available in the following formats:

  • Company Event

    Event at company

  • Public Classroom

    Traditional Classroom Learning

  • Virtual Learning

    Learning that is virtual

Request this course in a different delivery format.

Course Overview

Top

Fact: a service is only as good as the customer thinks it is. In these two days, you will learn the basics and techniques of adopting a customer and service-oriented approach in your IT department. This training course provides product salespeople with service desk workers. IT professionals with models with concepts, tools and skills to allow internal and external communication to run more smoothly, enabling them to achieve a higher level of customer service, customer satisfaction and customer loyalty.

Course Schedule

Top

Target Audience

Top
Anyone who provides internal or external sales or service support

Course Objectives

Top

After the workshop, you will be able to:

  • Assess your own strengths and development needs regarding your service delivery
  • Understand your internal customer-service chain and the interdependency of the entire organization in service delivery
  • Identify key competitors and why improving the level of service is important for business strategy and success
  • Use the Service Impact Model to understand how varying service levels impact customer behaviour based on their service experience and memories
  • Identify the emotional impact of service and how it affects customers
  • Identify five major customer motivators and their impact in service delivery
  • Establish your organization’s ‘gold standard’ for service delivery against each of the major customer motivators
  • Review the Service E.D.G.E. model and the four phases of customer interaction
  • Complete customer profiles to assess customer needs, prime motivators and current product knowledge
  • Establish rapport, identify customer requirements and the most appropriate style for engaging the customer
  • Guide customer knowledge, handle customer questions and objections, and endorse agreements or decisions
  • Improve telephone skills using ten proven tips and a strategic questioning process
  • Solve problems by getting to the root cause of the customer issue
  • Recognize the symptoms of stress and reduce the levels of stress in the customer-service role

Course Prerequisites

Top
There are no specific prerequisites for this course

Follow on Courses

Top
  • Sales E.D.G.E. (GSAE100)

Further Information

Top

Benefits for the individual:

  • A framework and process for handling all customer interactions
  • Enhanced communication skills for dealing effectively with all customer expectations
  • Clarification and balance between the task side and the people side of service delivery
  • Reduced stress while providing exceptional customer service
  • Increased ability to creatively problem-solve with customers

Benefits for the organization:

  • Establishment of a ‘gold st:andard’ and branding of the customer-service experience
  • Improved employee capability and commitment that enhances customer/employee satisfaction and loyalty
  • Higher-quality service interactions and reduced complaint escalations
  • Greater confidence in service providers and trust among internal/external customers
  • Identification and highlighting of internal-process improvement opportunities
Cookie Control toggle icon