Customer Service Excellence : How to win and keep customers

Customer Service Excellence : How to win and keep customers
April 24th, 2024

Overview

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Providing customer service excellence is what will keep your customers coming back.

Highlights:

• Use and practice the 3 Cs of Customer Service Excellence Credibility, Communication and Conflict Resolution
•  Recognize how focusing on customers' expectations and needs can save time and reduce stress

Key Competences:

• Customer service excellence
• Conflict management
• Building credibility
• Communication skills
• Effective listening skills
• Influence & persuasion

The Right Programme for you

You are a customer service representative, technical or support executive or work directly with clients. This programme gives you the skills you need to increase customer satisfaction and retention.

Typical Participants:
• Managers
•New Managers

Learn, Practice and Use

• Deliver better, faster service and increase customer satisfaction
• Learn how to gain repeat business
• Know what customers expect and want Increase your credibility with customers—and your value to your organization
• Manage stressful situations more effectively
•​​​​​​​ Recognize the signals of customer irritation—and how to respond appropriately and assist in quickly finding a workable solution to your customer’s problem
•​​​​​​​ Respond quickly and efficiently to specific customer behaviours
•​​​​​​​ Understand why customer satisfaction is based on perceptions
•​​​​​​​ Learn how great customer service creates revenues
•​​​​​​​ Share your knowledge and challenges with your peers and MCE's highly experienced faculty

Programme Modules

What will you learn and practice?

Customer Service Excellence : How to win and keep customers is a  hands-on training programme, highly interactive with exercises and role plays. The programme will be led by an experienced facilitator with former management experience in international companies.

Learning Objectives

  • Identify the Three Cs of Customer Service Excellence: Credibility, Communication, and Conflict Resolution
  • Understand How Customer Service Successes Create Revenue and Healthy Organizations
  • Appreciate the Importance of Building Trust in Both Internal and External Customer Service Relationships
  • Recognize How Prioritizing and Focusing on Your Customer’s Top Expectations Can Save Time and Reduce Stress
  • Develop Strategies for Remaining Calm and Optimistic Under Pressure
  • Expand Your Communication Skills and Improve Interactions with Customers By Understanding Both Personality and Listening Styles
  • Understand the Power of Words When Communicating Via the Different Customer Communication Channels
  • Recognize and Respond Effectively to Specific Customer Behaviors
  • Remain Calm While Implementing the Recovery System to Turn a Challenging Customer into a Happy, Repeat Customer

8 Programme Modules

1 – The Power of Customer Service Excellence

  • Understand How Customer Service Creates Revenue and Healthy Organizations
  • Appreciate How Delivering Excellent Customer Service Reduces Your Personal Stress at Work

2 – Creating a Culture of Credibility with Internal Customer Service

  • Identify Internal and External Customers
  • Appreciate That Internal Service Is Just as Important as External Service
  • Understand the Two Levels of Customer Service
  • Gain Influence Over Issues You Can’t Control
  • Recognize the Importance of Building Trust in a Customer Service Relationship

3 – Building Credibility By Managing Customer Expectations

  • Discuss the Role of Perception in Satisfying Customers’ Expectations
  • Identify the Source of Customers’ Expectations
  • Determine Customers’ Top Expectations
  • Recognize How Prioritizing and Focusing on Customers’ Top Expectations Can Save Time and Reduce Stress

4 – Managing Conflict with Professionalism Under Pressure

  • Understand How Emotions Are Created
  • Develop Mental Strategies for Remaining Calm and Optimistic Under Pressure
  • Use Body Language to Manage Your Emotional States
  • Change Emotional States to Avoid Negative Carryover

5 – Effective Communication Styles for Customer Satisfaction

  • Understand Your Own Personality Style
  • Identify the Personality Styles of Others
  • Use Personality Styles to Communicate with Your Customers Based on Their Preferences
  • Expand Your Communication Skills for Better Results with Customers

6 – Effective Communication with Personalized Listening Skills

  • Enhance Listening Strengths
  • Reduce Listening Liabilities
  • Identify Your Customers’ Listening Styles and Your Own
  • Build Rapport with Customers and Expand Your Influence

7 – Customer Communication Channels and the Power of Words

  • Identify the Different Types of Customer Communication Channels
  • Appreciate the Power of Words
  • Use Persuasive Language Patterns
  • Identify Techniques to Stand Out on the Telephone
  • Compose Email Correspondence That Customers Will Read, Understand, and Appreciate
  • Use the Power of Social Media to Enhance Customer Service

8 – Strategies for Dealing with Challenging Customers

  • Recognize and Respond Effectively to Challenging Customers
  • Understand the Physiology of Anger
  • Turn a Challenging Customer into a Happy, Repeat Customer Using a Recovery System
  • Apply Emotional Management Tools to Remain Calm During Interactions with Challenging Customers

Testimonials

“ It is a perfect possibility to connect with people from different industries, who are dealing with the same issues.”

Agata Kulik, Product Manager Special Salts, Jungbunzlauer Ladenburg GmbH, Germany

 

“ Facilitator, content, tools, methods, room were very good and fitted to the participants and their needs.”

Andreas Armenat, Head of Production, GO Generics & Standard Solutions, Fresenius Kabi AG, Germany

 

“Very interesting topics, international and multicultural environment. Very professional coach.”

Alessandro Foresio, Vice President, Logic S.p.A., Italy

 

“The subjects covered were extremely relevant and gave input to my personal development.”

Rosa Karen Schmidt, Senior VP-Assistant, Novo Nordisk, Denmark

FAQ

ABOUT MCE’s OPEN ENROLMENT PROGRAMMES

What time does the programme start and finish?
MCE programmes start at 9:00 and finish at 17:00. Lunch is a 1-hour break and there are two coffee breaks too. On the last day, the programme finishes at 16:30 as we know a lot of people have to catch planes and trains.

What should I wear (dress code) when participating in an MCE Programme?
Most participants wear Business Casual clothes. A formal business suit is not necessary.

Are there MCE approved/recommended hotels?
Yes, each programme has recommended hotels that have the best rates. We include details of these hotels in your registration pack.

Are meals included? I don’t eat certain food. Can I order special meals?
Lunch is provided every day and we always organize a buffet so you have a good choice of foods to cater for different needs.

Are there evening activities?
Your evenings are free, although there some exceptions (e.g. On the MCE Leadership Development Programme there is an activity on day 3)

Is there a free Wi-Fi?
For programmes at MCE in Brussels, there is free Wi-Fi throughout the building. For other locations, the services can vary, but in most locations we have organized free Wi-Fi.

What level of English do I need to take part in an MCE Programme?
MCE’s participants come from over 90 different countries but all of our open enrolment programmes are run in English. You need to have a good working knowledge of English to be able to fully participate in the programme and network with other participants. If you have difficulty understanding these questions, the programme might be difficult for you too.

Will I get a certificate at the end of the programme?
Yes, a certificate of attendance is provided to you upon successful completion of the programme.


CONTENT OF MCE’S OPEN ENROLMENT PROGRAMMES

Are MCE programmes certified by an official body/organization?
10 of MCE’s top selling programmes are approved by Project Management Institute and you can find more information on these programmes here.

What is the MCE approach to learning and development?
All of MCE’s Open Enrolment programmes are based on MCE’s FEEL-THINK-DO and 70-20-10 principles to enable effective learning transfer.

Who designs MCE programmes?
Our Portfolio team together with the core MCE Senior Associates design all of our programmes based on the ROPES model.

Are MCE’s Programmes practical?
MCE’s programmes are all designed to allow to practice what you have learnt. So you will have lots of time to practice, practice and practice.

 

REGISTRATIONS, PAYMENTS AND FEES

Are VAT rates included in the price?
The price advertised in this page is VAT excluded and applicable to clients and companies legally based in the European Union.

All clients outside the European Union (EU), e.g. Middle East, Africa, Asia and America, are exempt from VAT rates. For them, the price advertised here is the final price to be paid.

  • One exception: Training Programmes in France. All clients (inside or outside the European Union) following training programmes in France are liable to 20% VAT rates in all cases.

When are VAT rates applicable to me?
In the case of clients and companies legally based in the European Union, VAT rates will be added to the price in the following cases:

  • If the client is a natural person (B2C) without a VAT number. 21% VAT applicable.
  • If the training programmes runs in France: 20% VAT applicable.
    • Also applicable to clients outside the European Union (EU)
    • Except when
      • The client is VAT-exempt
  • If the client is legally registered in Belgium (independent from where in Europe the training programme is followed): 21% VAT applicable.
    • Except when:
      • The client attend the training programme in France: 20% VAT applicable instead.
      • The client is VAT-exempt
    • If the client does not provide a corporate VAT number or does not have any VAT number: 21% VAT applicable (Only applicable to clients in the EU).

I don’t have approval from my finance team yet, can I make a tentative registration?
Yes, simply contact us and we will hold a place for you.

Is hotel accommodation included in the programme fee?
No, participants are expected to arrange their own accommodation and travel. The Programme fee covers the programme attendance, materials, lunches & refreshments.

Does MCE give discounts or grants for individual registrations?
MCE works mostly with companies and organizations and we can provide corporate deals for group bookings or preferred supplier deals. If you would like to discuss a corporate deal, we will be happy to talk to you.

Can I pay with my corporate credit card?
Yes, you can. We accept VISA, Mastercard and Amex.

Does MCE have corporate deals/frameworks available?
Yes, we have. Please contact us for more information.

Can I cancel or change my booking free-of-charge?
At MCE, we understand that business people have commitments and changes do happen. So you can cancel or change your registration up to 21 days before the programme starts without any fees or charges. After that date, you will need to pay full fees, but you are allowed to transfer once to a new programme date.

 

The MCE Team is ready to answer any questions you have. Please contact us by phone, email, contact form or even website chat. We would be happy to talk to you!

http://phone+3225432120

Leading Business

Dates & Locations

03 Jun – 04 Jun 24 (Prague)

09 Sep – 10 Sep 24 (Vienna) GO

04 Nov – 05 Nov 24 (Barcelona)

Duration

2 Day(s)

Price

€2295
excl. VAT*

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