Module 1: Understanding Customer Service

• Defining Customer Service Excellence: Beyond satisfaction.
• The Importance of the Customer: Lifetime value and advocacy.
• Identifying Your Customers: Internal and external customers.
• The Customer Journey: Mapping touchpoints and moments of truth.
• Impact of Customer Service on Business Success: Revenue, reputation, and retention.
• Practical session: Mapping a typical customer journey for a given scenario, identifying critical touchpoints.

Module 2: Effective Communication Skills

• Verbal Communication: Tone, pitch, pace, and clarity.
• Active Listening: Techniques for truly understanding customer needs.
• Non-Verbal Communication: Body language, facial expressions, and their impact.
• Questioning Techniques: Open, closed, probing questions for clarity and empathy.
• Written Communication: Crafting clear, concise, and professional emails/chats.
• Practical session: Role-playing active listening scenarios and practicing open-ended questioning.

Module 3: Building Rapport and Trust

• The Art of Building Rapport: Finding common ground and creating connection.
• Empathy in Service: Understanding and acknowledging customer feelings.
• Professionalism and Etiquette: Maintaining a positive image.
• Credibility and Trust: How to build and maintain customer confidence.
• Personalization: Making each customer feel valued and unique.
• Practical session: Exercises on empathetic phrasing and personalized greetings in various customer interaction contexts.

Module 4: Handling Difficult Situations and Complaints

• Understanding Customer Anger and Frustration: Causes and triggers.
• De-escalation Techniques: Calming upset customers.
• The L.A.S.T. Method: Listen, Apologize, Solve, Thank.
• Managing Expectations: Setting realistic outcomes.
• Dealing with Unreasonable Demands: Maintaining professionalism and boundaries.
• Practical session: Role-playing challenging customer complaint scenarios and practicing de-escalation techniques.

Module 5: Problem-Solving and Resolution

• Defining the Problem: Getting to the root cause.
• Structured Problem-Solving Approach: Step-by-step methods.
• Information Gathering and Analysis: Asking the right questions.
• Generating and Evaluating Solutions: Brainstorming and assessing options.
• Follow-up and Follow-through: Ensuring complete resolution.
• Practical session: Working through case studies involving complex customer problems, developing clear action plans for resolution.

Module 6: Emotional Intelligence in Service

• Self-Awareness: Understanding your own emotions and their impact.
• Self-Regulation: Managing emotional responses under pressure.
• Motivation: Staying positive and proactive in service.
• Empathy Revisited: Deepening understanding of customer emotions.
• Social Skills: Building effective interpersonal relationships with customers and colleagues.
• Practical session: Self-assessment exercises on emotional triggers and strategies for maintaining composure during stressful interactions.

Module 7: Understanding Customer Expectations

• Sources of Customer Expectations: Past experiences, word-of-mouth, marketing.
• Explicit vs. Implicit Expectations: Stated vs. unstated needs.
• Identifying and Clarifying Expectations: Proactive communication.
• Exceeding Expectations: Going the extra mile (without over-promising).
• Managing Unrealistic Expectations: Gentle and firm communication.
• Practical session: Analyzing customer feedback examples to identify explicit and implicit expectations.

Module 8: Delivering Personalized Service

• Knowing Your Customer: Using data and observation.
• Tailoring Interactions: Adapting your style to individual customer needs.
• Anticipating Needs: Proactive service delivery.
• Memory and Recognition: Making customers feel remembered.
• Building Loyalty through Personalization: Creating advocates.
• Practical session: Developing strategies for personalizing service based on different customer profiles and scenarios.

Module 9: Service Recovery and Loyalty

• The Importance of Service Recovery: Turning failures into opportunities.
• Service Recovery Paradox: When a good recovery builds greater loyalty.
• Apology and Empathy in Recovery: Sincerity and understanding.
• Making it Right: Compensation, solutions, and follow-up.
• Strategies for Building Long-Term Customer Loyalty: Beyond the transaction.
• Practical session: Designing a service recovery plan for common service failures, focusing on regaining trust and fostering loyalty.

Module 10: Continuous Improvement and Service Excellence

• Gathering Customer Feedback: Surveys, reviews, direct input.
• Analyzing Feedback: Identifying trends and areas for improvement.
• Implementing Service Enhancements: Acting on insights.
• Benchmarking Best Practices: Learning from top performers.
• Cultivating a Service Excellence Culture: Team commitment and leadership.
• Practical session: Developing a plan for continuous improvement in a specific customer service area based on hypothetical feedback data.

Requirements:

·       Participants should be reasonably proficient in English.

·       Applicants must live up to Armstrong Global Institute admission criteria.

Terms and Conditions

1. Discounts: Organizations sponsoring Four Participants will have the 5th attend Free

2. What is catered for by the Course Fees: Fees cater for all requirements for the training – Learning materials, Lunches, Teas, Snacks and Certification. All participants will additionally cater for their travel and accommodation expenses, visa application, insurance, and other personal expenses.

3. Certificate Awarded: Participants are awarded Certificates of Participation at the end of the training.

4. The program content shown here is for guidance purposes only. Our continuous course improvement process may lead to changes in topics and course structure.

5. Approval of Course: Our Programs are NITA Approved. Participating organizations can therefore claim reimbursement on fees paid in accordance with NITA Rules.

Booking for Training

Simply send an email to the Training Officer on training@armstrongglobalinstitute.com and we will send you a registration form. We advise you to book early to avoid missing a seat to this training.

Or call us on +254720272325 / +254725012095 / +254724452588

Payment Options

We provide 3 payment options, choose one for your convenience, and kindly make payments at least 5 days before the Training start date to reserve your seat:

1. Groups of 5 People and Above – Cheque Payments to: Armstrong Global Training & Development Center Limited should be paid in advance, 5 days to the training.

2. Invoice: We can send a bill directly to you or your company.

3. Deposit directly into Bank Account (Account details provided upon request)

Cancellation Policy

1. Payment for all courses includes a registration fee, which is non-refundable, and equals 15% of the total sum of the course fee.

2. Participants may cancel attendance 14 days or more prior to the training commencement date.

3. No refunds will be made 14 days or less before the training commencement date. However, participants who are unable to attend may opt to attend a similar training course at a later date or send a substitute participant provided the participation criteria have been met.

Tailor Made Courses

This training course can also be customized for your institution upon request for a minimum of 5 participants. You can have it conducted at our Training Centre or at a convenient location. For further inquiries, please contact us on Tel: +254720272325 / +254725012095 / +254724452588 or Email training@armstrongglobalinstitute.com

Accommodation and Airport Transfer

Accommodation and Airport Transfer is arranged upon request and at extra cost. For reservations contact the Training Officer on Email: training@armstrongglobalinstitute.com or on Tel: +254720272325 / +254725012095 / +254724452588