1. What is Customer Service
2. Objectives of Customer Service
3. Time Value of a Customer
4. What is Service Excellence
5. Obstacles in providing excellent customer service
6. Understanding customer’s needs and wants
7. Customer’s expectations and Customer’s experience
8. Service Standards
9. Hierarchy of Customer Service
10. Touch Points and Moments of Truth
11. Difference between Customer Satisfaction and Customer Loyalty
12. Six key elements of great customer experience
13. Ways to add value to customer relationship
14. GEM Service – Going the Extra Mile
15. Taking responsibility for demonstrating customer care
16. Mastering ways to develop and maintain a positive customer-focused attitude
17. Service breakdowns and service challenges
18. Turning difficult situations into opportunities
19. Understanding Empathy and demonstrating Empathy in customer service
20. Making customer service a team effort
21. Making Excellence a habit