5-Star Customer Service Excellence

Deliver 5-star service that builds trust, loyalty, and customer satisfaction

Course Objectives:

Apply service excellence techniques to exceed customer expectations.

ALL

Module 1: Interpersonal Communication

Building credibility
The 4 Quadrants
Our communication style
Other styles
Shifting into positive action

Module 2: The 5-Star Customer Service Cycle

The most beautiful word
The SMILES process
Getting things done the customer’s way
The elephant in you
Promising promises

Module 3: Dealing With Difficult Customers

Type of difficult customers
The LIAR Model
Saying the right things
Finding the best moment
Dealing with emotions

Module 4: Handling Customer Complaints

Types of complaints
The EASE Model
Complaint channels
Service level agreements
Complaints to advantages

Name

Phone No

Department

Company

Work Email