Customer Service Advisor Development Programme: Providing Excellent Customer Service

customer service advisor development programme

MODULE ONE
Agreeing The Standards & Gaining
Commitment

MODULE TWO
The Essential Difference in Customer Service

MODULE THREE
Raising The Standards

MODULE FOUR
Using Different Communication Channels To Deliver Top Service

MODULE FIVE
Handling Challenging Customers Positively

Module One: Agreeing The Standards & Gaining Commitment

  1. Welcome & Introduction by Senior Manager
  2. Programme scene setter
  3. Definition of Customer Service
  4. What’s in it for us, our organisation, & the customer?
  5. Who are our customers:
    a. Internal & external
    b. Partners
    c. Customer service chain
    d. Customer profiles
  6. Company image/brand
    a. 5 years ago
    b. Now
    c. 5 years time
  7. Company vision & values
    a. Goals & targets
    b. Audit commission standards
  8. What does great customer service look like?
    a. Top 10 standards
    b. Worst 10 standards
  9. Customer expectations
  10. Barriers & Solutions
  11. Benchmarking against the competition
  12. Killing the Market
    a. How bad news spreads
    b. The real cost of bad service
  13. Team Charter
    a. Working together to deliver top class customer service
  14. Personal Action Planning

Module Two: The Essential Difference in Customer Service

  1. Getting ready
    a. Attitude
    b. Work station
    c. Preparation
  2. Communication Recipe
    a. Open
    b. Enquiry
    c. Solution
    d. Check Satisfaction
    e. Close
  3. First & Lasting Impressions
  4. Trust & Tension Model
  5. Greeting & Close to an interaction
    a. Empathy
    b. Certainly phrases
    c. Verbal signposting
    d. Closing checklist
  6. How we are interpreted
    a. Words
    b. Voice
    c. Body language
  7. Voice skills (tone)
    a. Pace, Pitch, Projection, Pronunciation
  8. Sounding confident, assertive, professional & willing to help
  9. Telephone role-play
  10. Non Verbal Communication
  11. Responding to the customer’s mood
    a. Showing Empathy & understanding
  12. Rapport Building Skills. Mirroring & Matching through:
    a. Greeting
    b. Voice
    c. Words
    d. Body language
    e. Past timing
    f. Values & beliefs
    g. Emotion
  13. Personal Action Planning

Module Three: Agreeing The Standards & Gaining Commitment

  1. Interpreting the query
  2. Questioning skills
  3. Active listening
    a. Barriers & solutions
  4. Paraphrasing
  5. Checking understanding
  6. Phonetic alphabet to ensure correctness
  7. Eliminating ambiguity & vagueness
  8. Using Plain English in place of jargon
  9. Power words to boost trust & confidence in the customer
  10. Positive language in place of negative
  11. Saying ‘no’ assertively
  12. Explaining clearly your actions
  13. Using the IDS triangle (Introduction, Detail, Summary)
  14. Adding value for the customer
  15. Selling the Solution: Features Advantages Benefits
  16. After the Interaction:
    a. Keeping your promises
    b. Keeping the customer informed
    c. Following up with the customer
  17. Role play / Practice sessions
  18. Best practice: putting the caller on hold / transferring the customer to another person
  19. Personal Action Planning

Module Four: Using Different Communication Channels To Deliver Excellent Service

  1. Selecting the appropriate communication media
  2. Advantages & disadvantages of:
    a. Telephone
    b. Letter
    c. E-mail
    d. Mobile phone texting (if applicable)
  3. The Outbound Call:
    a. Key differences
    b. Preparation
    c. Looking down the line
    d. Compliance & legislation
  4. Leaving messages
  5. Review of Sample letters & e-mails from Housing Hartlepool
  6. What makes inviting reading:
    a. Layout
    b. Structure
    c. Style
    d. Tone
  7. Fog Index – using plain English
  8. KISS – Keep It Short & Simple
  9. Sentence & paragraph construction
  10. Tips on:
    a. Grammar
    b. Punctuation
    c. Editing & writing style
  11. Personal Action Planning

Module Five: Handling Challenging Customers Positively

  1. Staying positive & in control
    a. Managing stress
  2. The Attitude Cycle – “behaviour breeds behaviour”
  3. Behaviour:
    a. Assertive
    b. Aggressive
    c. Submissive
  4. Your assertive rights
  5. The OK Corral – identifying types of behaviour
  6. Transactional Analyses – “Parent, Adult, Child”
  7. Tips for remaining assertive :
    a. Managing your self esteem
    b. Opening your mind
    c. Broken record
  8. Handling Difficult situations:
    a. Abuse & threats
    b. Complaints & criticism
    c. Situations outside our remit
  9. Saying ‘no’ assertively
  10. Putting it all together – end of programme team challenge
    a. Letter
    b. E-mail
    c. Outbound call
    d. Inbound call
  11. Commitment to going forward:
    a. Celebrating successes
  12. Personal Action Planning

WHAT TO DO NEXT

This course will be tailored to suit the needs of your people, and your own in-house standards
will be included and reinforced during the training.

Please contact find out how this course can help your organisation.

Contact: Neville Beardsmore

Tel: 0121 247 5736 / 07984 030 180

E-mail: neville@cfatraining.co.uk

We look forward to hearing from you.