Set clear service standards, measure how well your team meets them, and win back unhappy customers before they leave.

Service excellence is not a slogan. It is a set of daily behaviours that keep customers coming back, and a way of checking whether they do. This two-day customer service excellence course gives front-line staff and the team leaders who manage them both halves of the job: the skills and standards to serve well every day, and a full day on difficult customers, complaints and service recovery.

Day one covers service excellence: internal and external customers in the service chain, mapping the customer journey, the core skills of greeting, listening, questioning and responding, and then setting service standards, measuring customer satisfaction on an ongoing basis and recommending corrective action. Day two tackles the hard part: why customers become difficult, de-escalation on the telephone and face to face, a step-by-step complaint process, saying no without losing the customer, drawing the line at abusive behaviour, and answering written and social media complaints.

Role-plays run throughout and use your own customers and channels where you share them. Every delegate leaves with a personal action plan, and team leaders leave with a service recovery plan for their team.

Watch a short introduction

Why this course

What delegates will be able to do

• Identify the internal and external customers in your service chain and what each one values
• Map a customer journey and find the moments that shape satisfaction
• Apply greeting, listening, questioning and responding skills consistently
• Set service standards and key performance areas for a team
• Measure customer satisfaction regularly and recommend corrective action
• De-escalate an angry customer on the telephone and face to face
• Handle a complaint from first contact to follow-up using a set process
• Say no, offer alternatives and draw the line at abusive behaviour
• Respond to written and social media complaints in the right tone
• Build a service recovery plan for your team

Who should attend

Front-line and customer-facing staff, call centre agents, complaints handlers, sales and client service professionals, team leaders and supervisors responsible for service performance, and small business owners who deal with customers directly.

Course outline

How it is delivered

Two days, 08:30-16:00. In person at your offices anywhere in South Africa, at a BOTI venue, or live online. One delegate or a group of up to 20; mixed groups of staff and team leaders work well. Workbook, role-play scenarios and action plan templates included.

Frequently asked questions

Related courses

</div

Enrol or ask a question