Full programme of one day (9am till 5pm) enhanced customer service skills course
Why customer service matters
Fulfilling personal and organisational needs, the importance of how you do things, customers buy experience, repeat business, the silent complainer, the company ambassador
What’s different about good service?
Putting customers first, what you need, quality, attention to detail, delivering great service, taking responsibility, remembering good and bad service
Effective customer communications
Listening skills, written communication, how technology helps, when technology fails, using email
Turning complaints into opportunities
Benefits of complaints, customer needs, common causes of complaints, handling complaints
Turning complaints into opportunities
Dealing with angry customers
Empowering great customer service
Everyone plays a role, corporate culture, internal customers, when the internal customer chain weakens, strengthening the internal customer chain, passing on work
Measuring customer service
Setting standards, using internal indicators, customer satisfaction, mystery shopper programmes, rewarding team members
Personal action planning
Using what you have learned, overcoming obstacles
Our Training is suitable for one to one training but also for an in-house training for 4 to 16 people.
Why customer service matters
Fulfilling personal and organisational needs, the importance of how you do things, customers buy experience, repeat business, the silent complainer, the company ambassador
What’s different about good service?
Putting customers first, what you need, quality, attention to detail, delivering great service, taking responsibility, remembering good and bad service
Effective customer communications
Listening skills, written communication, how technology helps, when technology fails, using email
Turning complaints into opportunities
Benefits of complaints, customer needs, common causes of complaints, handling complaints
Turning complaints into opportunities
Dealing with angry customers
Empowering great customer service
Everyone plays a role, corporate culture, internal customers, when the internal customer chain weakens, strengthening the internal customer chain, passing on work
Measuring customer service
Setting standards, using internal indicators, customer satisfaction, mystery shopper programmes, rewarding team members
Personal action planning
Using what you have learned, overcoming obstacles
Our Training is suitable for one to one training but also for an in-house training for 4 to 16 people.