Comprehensive Customer Service Training Curriculum Edu PPT
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- 15+ Though Provoking Assignments
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- 40+ Objective Type Questions
- Hands on Activities
- Detailed Instructor Notes
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Professionally Designed Slides
Structured Sessions
Comprehensive Curriculum
Detailed Teaching Notes
Real-Life Case Studies
Assessment Questions
Client Proposal
Complete Curriculum
- Breaking the Ice
- Customer Service Introduction
- What is Customer Service?Â
- 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
- VoiceÂ
- Face to FaceÂ
- Major challenges faced by the customer service team and how to fix them?Â
- 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 DeliveredÂ
- 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
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