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Comprehensive Customer Service Training Curriculum Edu PPT

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  • 8 Structured Sessions
  • 15+ Though Provoking Assignments
  • 400+ Professionally Designed Slides
  • 40+ Objective Type Questions
  • Hands on Activities
  • Detailed Instructor Notes
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Complete Curriculum

  • Breaking the Ice
  • Customer Service Introduction
    • What is Customer Service? 
    • Why is Customer Service Training Important?
    • Pillars of Good Customer Service
  • Value of a Complaint
    • What are Customer Complaints?
    • Why is Customer Complaint a Gift?
  • Key Takeaways
  • Let’s Discuss
  • Let’s Test What We Have Learnt
  • Activity: Why is the Customer Service Important
  • Five Levels of Customer Service
  • Importance of Good Customer Service
  • Key Customer Service Statistics
  • Service Recovery Paradox
  • Customer Service is the New Marketing
  • Ways to Make Customer Service Part of the Marketing Strategy
  • Critical Factors impacting Customer Service Excellence
  • Activity: Customer Service Exercise
  • Key Takeaways
  • Let’s Discuss
  • Let’s Test What We Have Learnt
  • Different Customer Service Channels
    • Chat
    • Written
    • Voice 
    • Face to Face 
  • Major challenges faced by the customer service team and how to fix them? 
  • HEARD framework for customer service recovery
  • Activity: HEARD Role-play
  • Key Takeaways
  • Let’s Discuss
  • Let’s Test What We Have Learnt
  • Defining On-Page Optimization
  • Activity: Say My Name
  • Customer Service Basics and Soft Skills
    • Interpersonal Skills
    • Clear Communication
    • Assertiveness and Directness
    • Product Feature and Application Knowledge
    • Crisis Management Skills
    • Team-building and Camaraderie Skills
    • Customer Advocacy and Success Skills
    • Conflict Resolution Skills
  • Things Customer Service Agents Must Never Say to Customers
  • Activity: Customer Violating Terms
  • Dos and Don’ts of Attending Customer Complaints
  • Activity: ‘T Mobile’ Case
  • Golden Rules of Great Customer Service
  • Key Takeaways
  • Let’s
  • Let’s Discuss
  • Let’s Test What We Have Learnt
  • Activity: Step into the Difficult Customer’s Shoes
  • Different Types of Difficult Customers
  • Approaches to Deal Different Types of Difficult Customers
  • ECA Approach
    • Empathy
    • Control
    • Advocacy
  • Managing Negative Customer Service Engagements
  • Activity: Handling Different Types of Customers (Role Plays)
  • Key Takeaways
  • Let’s Test What We Have Learnt
  • Activity: Customer Writing Letter to CCE
  • What is Customer Delight?
  • Framework for Customer Delight
  • Difference between Customer Satisfaction and Customer Delight
  • Strategies to Ensure Customer Delight
  • KPIs to Measure Customer Delight
  • Key Takeaways
  • Let’s Discuss
  • Let’s Test What We Have Learnt
  • Customer Engagement:
    • What is Customer Engagement and its Significance?
    • Customer Service vs Customer Engagement
    • Key Strategies to Boost Customer Engagement
    • KPIs to Measure Customer Engagement
  • Customer Experience:
    • What is Customer Experience and its key components?
    • Why Positive Customer Experience is Crucial?
    • Customer Service vs Customer Experience
    • Interlinking of Customer Service and Customer Experience
  • Key Takeaways
  • Let’s Discuss
  • Let’s Test What We Have Learnt

Session I: Strategic Aspects of Delivering Great Customer Service

  • Steps To Great Customer Service:
    • Step 1: Determine How Customer Support Will Be Delivered 
    • Step 2: Identify Which Skills of Customer Support Needed to Be Groomed
    • Step 3: Develop A Customer Support Plan
    • Step 4: Evaluate Customer Support Success
  • Building A Customer Service Strategy
    • Make customer happiness the end goal across the company
    • Identify all customer touchpoints
    • Set goals for customer service
    • Identify customer service KPIs to monitor
    • Build a driven customer service team
    • Build a powerful customer service toolkit
    • Empower your customer service representatives
    • Create a consistent feedback loop
  • Case Study: Achieving Customer Service Excellence at MNC Bank
  • Key Takeaways
  • Let’s Discuss
  • Let’s Test What We Have Learnt

Session II: Measuring Customer Satisfaction and NPS

  • Measuring Customer Satisfaction:
    • Importance of Customer Feedback
    • Tools of Collecting Customer Feedback
    • Website and web app surveys
    • Feedback widget or button
    • Email-embedded and link surveys
    • Mobile app surveys
    • Chat surveys
  • Key Takeaways
  • Let’s Discuss
  • Let’s Test What We Have Learnt

Session III: Customer Service Quality Assurance

  • Customer Service Quality Assurance (QA)
    • Templates
    • Dashboards
  • Key Takeaways
  • Let’s Discuss
  • Let’s Test What We Have Learnt

Session IV: Digital Customer Service (DCS)

  • Customer Service 2.0: Upgraded for the Digital Era
    • What is digital customer service (DCS)?
    • Why do consumers and businesses value digital customer service?
    • Differences (Traditional and Digital)
    • Drivers for change
    • Statistics
  • Digital Customer Experience
    • Digital Customer Journey
    • Focus Areas
    • Levels
  • The Pillars of an Effective DCS
    • Channels
    • On-Screen Communication
    • On-Screen Collaboration
    • On-Screen Automation
  • Creating Your DCS Strategy
    • Digital-Also Vs. Digital-Only Vs. Digital-First
    • Digital Self-Serve Inventory
  • Social Listening in Digital Customer Service
  • Digital Customer Service: Tips and Tools to Do it Right
  • Key Takeaways
  • Let’s Discuss
  • Let’s Test What We Have Learnt